Customer Resolution Advisor

We’re Nominet - a world-leading domain name registry. For over 25 years, we’ve been operating at the heart of internet infrastructure. While we're best known for running.UK domains, we also help protect public services from cyber threat.
Our aim is to create a world which is more connected, inclusive and secure. We know that technology has the power to transform lives by creating opportunities and providing support where it’s needed most.
As a public benefit company, our work funds the ability to make a positive impact on society. We’ve donated millions to projects that use technology to improve peoples’ lives and have committed to delivering £60m worth of support over the next three years.
We understand the impact the Internet has on the environment and are committed to helping the UK reach Net Zero by 2050. We’re already a Carbon Neutral company through offsetting our emissions and will continue to work on reducing our footprint.

**About the role**
Working in the Customer Success Team in Nominet Cyber Australia, you will provide outstanding customer service and 1st /2nd line technical support to government customers who are using our critical services and sophisticated cyber security capability.
This is not your standard service desk support role. Yes, you will need to respond to tickets and resolve technical issues, but there is much more to get involved in - like onboarding new customers, solution-specific queries and change requests. You will have the opportunity to dive deep and get into the detailed aspects of our customers’ technical challenges.

The Nominet Cyber Australia team was set up in December 2020 to deliver the Australian Protective Domain Name Service (AUPDNS) on behalf of the Australian Centre for Cyber Security (ACSC). It is there to protect Australian public sector concerns and is a significant operation, looking after 150+ organisations, equating to well over 550,000 users

**The essential bits**
- Timely and considered handling of incoming support tickets.
- Manage support tickets to strict customer SLAs.
- Work with the broader team to develop and deliver updated documentation and support knowledge base for customers.
- Support and work with the customer service team to deliver customer service excellence.
- Follow customer-specific processes to, monitor and adhere to SLAs
- Assist with ad-hoc queries from customer and internal teams.
- Work closely with others in the Nominet team to understand and drive solution improvements and stay abreast with planned changes to the solution.
- Assist Customer Success team in managing major and standard incidents that impact service and end customers.
- Ensure that service to the customer is always of the highest standard and quality.
- Provide out of hours support through an on call rota

**About your and your experience**
The world of cyber security interests you and you’ll also have the following skills:

- In-depth knowledge and experience of supporting Windows-based software.
- Knowledge of Linux, iOS, and Android Operating Systems would be advantageous.
- Good grasp of networking concepts, how DNS works, and general well-rounded competence in IT.
- Experience of using ticketing systems
- Good troubleshooting skills to work with customers to identify root cause
- Great communication skills and always willing to proactively reach out to customers via different channels.
- Highly organised with a good eye for detail.

**Data protection**
**Equal opportunities**
Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone - unless they’re a cybercriminal, of course.
We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background.
We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
**Security checks