Client Support Administrator

At morphsites, we help our clients achieve success through innovative technology and ideas, our digital expertise, and a passion for our work. Projects can vary widely, from large e-commerce site design and builds, to ‘brochure-style’ websites, as well as site improvement initiatives for new and existing clients, with everything we do built on honesty, transparency, quality and long-term partnerships with our customers.

An exciting opportunity has arisen for a client support administrator to help us provide a gold standard service for our clients.

As a team player, the successful candidate will build a close working relationship with two part-time support administrators and the wider morphsites team to support each client. Your role will involve understanding a client's website and the services that we provide for them. You will provide first line support and triage support requests from clients. Then, working with internal stakeholders (including account managers, developers, system administrators, digital marketers) you will ensure a timely response to these requests.

You’ll handle requests that come in via phone, email and a client portal. Using Jira Service Management, you will keep support tickets moving towards resolution within our SLAs. You will also be involved in scheduling cover for the support desk and telephone line. With a keen eye for detail, you’ll make sure that support requests are properly understood and actioned.

Experience and Skills

• Excellent verbal and written communication skills, with a professional, friendly, and patient approach.
• The confidence to talk to and build rapport with others is essential, as you will need to feel comfortable liaising with team members at all levels of our clients’ businesses.
• A proactive, can-do attitude and great problem-solving skills are important.
• Support desk experience isn't a requirement, but great organisation skills are a must, as is attention to detail, as these tasks can be business critical for our clients.
• Good IT competency is essential, being comfortable with office applications and a clear understanding of website features and functionality.
• A team player. The success of our support services depends on being able to pull together many members of the team.

The following are not essential, but would be an advantage to bring to the role:

• Experience of working in a web/digital agency environment.
• Product training will be given, but experience of a using a content management system, such as WordPress would be beneficial.
• Experience of using Jira, Trello or similar software.

Like the sound of this role, but not sure if you fit the bill? Get in touch anyway, we're always keen to hear from people looking to expand their skills!