Technical Helpdesk Customer Support Agent - eCommerce Software

Location
Newbury, Berkshire
Salary
Competitive Salary + Benefits
Posted
10 Oct 2018
Closes
07 Nov 2018
Ref
11720
Contract Type
Permanent
Hours
Full Time

Technical Helpdesk Customer Support Agent - eCommerce Software
Newbury, Berkshire
Competitive Salary + Benefits

- Full training provided - 

Who are:


We are an International company with offices in the UK and Australia, with imminent plans to move into the United States marketplace. We offer retail software, responsive website design and online marketing services using our own software framework. We work with brand owners large and small; some being globally recognised high street brands.

Technical Customer Support Agent Role Overview:

+ Telephone Answering – first point of contact
++ An important role in delivering a very high level of customer service. A welcoming, friendly & professional person to assist callers into the business.

+ Technical Customer Support
++ Become a proficient user of software designed in-house.
++ Assist customers by telephone and remote support with all ‘How Do I’ and technical enquiries. Take ownership and help the customer until resolution.
++ Provide website support using knowledge of HTML/CSS
++ Problem diagnosis using SQL
++ Update the knowledgebase and FAQs with questions and answers.
++ Make courtesy calls to customers.
++ Be a main point of contact for new customers

+ Remote training
++ Deliver training to customers covering the retail and multichannel system and any other training where required.

+ Department Administration
++ Keep helpsheets and documentation up to date and in keeping with the company style guide, record data in spreadsheets and write emails/ letters.
++ RMAs
++ Customer satisfaction surveys/questionnaires

+ Import Service
++ Have a good understanding of Excel and formulas to support customers with importing data into their software.

+ Other Activities
++ As with all roles at here, flexibility is important and this role may need to support other teams where appropriate as per business needs.
++ Other departmental requirements as set by the line manager.
++ Take on any other projects to completion.

Full training provided.

The successful candidate must possess:

+ In-depth Windows experience
+ Computer literate in Excel, Word, HTML knowledge
+ Methodical and problem solving skills
+ Sense of humour
+ Work on own initiative and also be a team player
+ Good organisation skills
+ Proactive, forward thinking
+ A willingness to learn
+ First class written and spoken English
+ Be conscientious, courteous and professional at all times.
+ Good communication skills with an excellent telephone manner
+ Comfortable with communicating with business owners

You may have worked in the following capacities:
Service Desk Support, Client Service Advisor, Contact Centre Support, Help Desk Advisor, Client Support Advisor, Web Support Executive, Software Support Technician.

Interested? Apply here for a fast-track path to the hiring manager

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. This processing is conducted lawfully on the basis of our legitimate interests. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.

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