Technical Support Representative Level I

Client Support Keele, Staffordshire


Position at j2 Cloud Services

Our Technical Support Representatives are required to respond by email and phone to customer requests. A good candidate for this position will have excellent written and verbal skills, be people-friendly and have great technical knowledge of email and related technologies.

Fusemail, a j2 company, focuses on cloud based email security services for businesses. It offers a unique environment that fosters individual growth and rewards performance, while offering the benefits and opportunities of a successful global Cloud company. 

The work environment is fast-paced, challenging, and fun. You will be working in the technical support environment in the innovative cloud services arena focusing on our Email Security products, Spam Filtering, Email Archiving, Email Encryption, Web Security and Endpoint etc.

Job Duties:

  • Respond to email tickets, phone calls and live chats to assist customers with a broad range of services
  • Escalate issues to senior technical staff and respond to the customer when escalation resolutions are available.
  • Track incidents on help desk ticketing system
  • Pre-sales product support when required 
  • Where time is available, perform other various assigned tasks, such as document creation, staff and customer training, process improvement etc.
Job Requirements and Experience:
  • 1+ years experience in a customer support role.
  • Proven technical knowledge of email and email related technologies.
  • Strong written and verbal communication skills 
  • Friendly and approachable disposition.