We’ve put a lot of thought into how to provide the best possible service to our customers and we’ve come to one inescapable conclusion.
There is no magic bullet solution for instantly great customer support. To provide a great service you need great people. So we do the hard work of going out there, finding the best possible people and recruiting them.
Do you think you have what it takes?
Check out our careers page, where you can see more about positions we’re looking for.
Our engineers aren’t robots. Thirdline people are curious and love to find innovative solutions to problems but technical knowledge by itself isn’t enough. They actually have the people skills to understand our customers, and are able to communicate advanced concepts in a way that’s clear and easy to follow.
We never lose sight of the fact that we have great customers and they deserve great people delivering them a great service.
People with the qualities we need are pretty rare, so we work damn hard to provide our people with a work environment which inspires them to grow, develop and want to stay with us.
Our 88.89% staff retention rate is way above the industry average.
This is a crucial statistic because IT support has some of the highest staff turnover rates of any industry sector. Trying to provide a great customer experience under those conditions is like trying to build a house on shifting sands.
The benefits of our approach will be obvious to anyone who’s dealt with us. Because our engineers stick around you get to know them and they get to know your business. This provides continuity.
While other IT support companies lose time to training up new staff, we use that time to keep your systems running smoothly.