Company Overview
team.blue is an ecosystem of 60+ successful brands working together across 22 European countries to provide its 3.3 million SMB customers with everything they need to succeed online by offering best-in-class expertise and services.
team.blue's brands are a mix of traditional hosting businesses that offer services from domain names, email, shared hosting, e-commerce, and server hosting solutions and, as specialist SaaS providers, adjacent products such as compliance, marketing tools, and team collaboration products. This broad product offering makes it a one-stop partner for online businesses and entrepreneurs across Europe. This position is for one of our brands, Swizzonic.
About the Role
At Swizzonic, we help our customers make the most of their online presence. As a First Level Support (FLS) Agent, you will be one of the main points of contact for our customers, helping them with their questions about domains, email, hosting and website solutions.
We are looking for someone who enjoys helping others, has a good technical understanding and likes working as part of a team. You will support our customers by phone, chat and tickets, helping them find solutions and making sure they receive the assistance they need. You will work closely with your teammates and our Second Level Support (SLS) team.
We believe in taking responsibility, sharing knowledge and helping each other, while giving everyone the opportunity to work independently and develop their skills.
Responsibilities
Customer Service & Support
•Build a relationship of trust with every customer, representing the values of Swizzonic.
•Provide first-level support for domains, DNS, email, hosting, dedicated and virtual servers, and website creation tools.
•Assist customers via phone, chat and tickets, guiding them until their questions are answered or their issues are appropriately handled.
•Investigate issues, identify possible causes and find solutions using your knowledge and the resources available.
•Explain procedures and solutions in a clear and understandable way.
•Understand customer needs and recommend suitable products or services when appropriate.
Case Management
•Take responsibility for your assigned tickets and customer inquiries, ensuring they are handled correctly and followed up on in a timely manner.
•Organize and prioritize your work according to customer needs, urgency and internal guidelines.
•Keep customers informed about the progress of their cases and the next steps.
•Refer issues that cannot be resolved at first level to the Second Level Support team, ensuring all relevant information and steps already taken are clearly documented.
Teamwork & Collaboration
•Work closely with your teammates and other departments to provide the best possible support to our customers.
•Share knowledge, solutions and experiences with the team so that everyone can learn and improve together.
•Ask for help when needed and be willing to support your colleagues when they need assistance.
•Follow agreed processes and ways of working to ensure consistency and a fair distribution of tasks.
•Contribute to keeping our internal documentation and knowledge base up to date.
Requirements
•Strong German language skills, preferably Swiss German, with excellent spoken and written communication.
•Professional English skills are required. Italian and French are a plus.
•Previous experience in customer service, technical support or helpdesk is preferred. If you don't have direct experience, relevant studies, technical aptitude and a strong customer-oriented attitude are also welcome.
•A logical approach to solving problems and the ability to use available resources to find answers independently.
•Confidence in using digital tools, ticketing systems and internal documentation.
•A customer-oriented and commercial mindset, with the ability to understand customer needs and recommend suitable solutions.
•Basic knowledge of domains, DNS, email services, web hosting and website management would be an advantage, but it is not essential, as training will be provided.
Please note that this is a temporary position offered on a fixed-term contract for a duration of 4 months.
Right to Work
At any stage, please be prepared to provide proof of eligibility to work in the country you're applying for. Unfortunately, we can't support relocation packages or visa sponsorship.
