• Competitive Salary (DOE) + Benefits

  • Newbury

  • Graduate/Trainee, IT/Software/SaaS, Retail, Supply Chain, eCommerce

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Technical Customer Support Agent - eCommerce Software (Helpdesk, SQL, Windows)
Newbury, Berkshire
Competitive Salary (DOE) + Benefits

- Full training provided -

Who are:

We are an International company with offices in the UK and Australia offering a class leading EPoS Software Systems and eCommerce websites for independent retailers which allow sales across multiple channels.

We were the first company to design a multichannel retail solution specifically around the needs of the multichannel independent retailers encompassing in-store PoS systems, eCommerce, mail order, telephone orders as well as online marketplaces. We prefer to look at it as a business management system because it helps in so many areas of the business.

Technical Customer Support Agent Role Overview:

Key Duties Include:

+ 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
- Problem diagnosis using SQL
- Provide website support using knowledge of HTML/CSS
- Assist customers by telephone and remote support with all ‘How Do I’ and technical enquiries. Take ownership and help the customer until resolution
- 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

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

The successful candidate must possess:

+ Knowledge of SQL
+ In-depth Windows experience
+ Computer literate in Excel, Word, HTML
+ 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

Your Background / Previous Roles May Include:
Service Desk Support, Client Service Advisor, Contact Centre Support, Help Desk Advisor, Client Support Advisor, Web Support Executive, Software Support Technician, 1st Line Support, 2nd Line Support.

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. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. 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.

Apply for this vacancy

We take your privacy seriously and will only use your personal information to administer your application.

When you apply, we shall process your details and pass your application to our client for review for this vacancy only. We may contact you by email, text or telephone. This processing is conducted lawfully on the basis of our legitimate interests. We use third party service providers in order to process your application swiftly and securely and to keep you updated. Please refer to our Data Privacy Policy & Notice for further details.

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

Email me vacancy

You will be able to email your application back to us.