Customer Assistance Support in Glasgow

This is an exciting opportunity to kickstart your career in tech support, working in a fast-paced environment where no two days are the same. You’ll gain hands-on experience supporting a wide range of hosting, domain, and email technologies, developing your technical expertise while delivering an excellent customer experience. As part of a collaborative and supportive team, you’ll play a key role in diagnosing and resolving customer issues, building your problem-solving skills and confidence along the way. You’ll also have the opportunity to contribute ideas for improvement, learn from experienced colleagues, and develop a strong foundation for a career in technology.

Responsibilities include:

• Investigate and resolve a high volume of technical queries (approx. 50 per day), following established processes to identify and implement appropriate solutions across Web Hosting, Domain Management & Email Services.
• Gain practical experience performing technical maintenance across a variety of systems and technologies.
• Monitor, prioritise, and manage the support ticket queue to ensure timely resolutions in line with SLAs.
• Communicate with customers via phone, email, and live chat, providing clear and friendly updates on their queries.
• Take ownership of customer issues from start to finish, ensuring a positive customer experience.
• Learn to identify and escalate complex or critical issues to senior team members where required.
• Collaborate with internal teams to share updates on customer issues, escalations, and potential opportunities.
• Support the maintenance and improvement of internal documentation and processes.
• Complete administrative tasks accurately, building strong attention to detail.
• Identify opportunities to improve processes and contribute ideas to enhance service delivery.
• Spot potential add-on sales opportunities and pass these to the relevant teams.
• Take on additional responsibilities as you grow in the role and develop your skillset.

We want to hear from you if you:

• Have a passion for technology and are keen to build a career in a technical support or engineering environment.
• Have a good foundational understanding of IT concepts, particularly in areas such as web hosting, domains, or email technologies (through education, self-learning, or experience).
• Are a strong communicator, able to explain technical information clearly and confidently to a range of customers.
• Enjoy problem-solving and are motivated to investigate issues, find solutions, and continuously learn.
• Are proactive and able to use your initiative when working through challenges.
• Have great attention to detail and can manage multiple tasks in a fast-paced environment.
• Are customer-focused, with a genuine desire to provide a positive and helpful experience.
• Work well as part of a team and are happy collaborating with colleagues across different functions.
• Are eager to learn, develop your skills, and grow within a supportive technical team.
• Experience with tools such as cPanel or Plesk is a bonus, but not essential—we’ll support you in developing these skills.

What's in it for me? £26,500 per year + benefits.

Iomart is the UK’s leading Secure Cloud Managed Services Provider. We are passionate about delivering Hybrid Cloud, Data Protection, Cyber Security and Secure Connectivity to over 9,000 organisations in the UK and globally. We have over 25 years expertise in data centre and cloud services, over 600 skilled professionals and turnover over £143m. Our HQ is in Glasgow and offices across the UK. We provide critical services across all public and private sectors.

Please click apply if you like the sound of this. If you do not have an up to date CV or want to have a chat about the role first please feel free to contact me on careers@iomart.com. We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.