1st/2nd Line Helpdesk Support Engineer - Award Winning Software

1st/2nd Line Helpdesk Support Engineer - Award Winning Ecommerce Software
Newbury, Berkshire
£22,000 to £28,000 (depending on skills) + benefits

Heads-up: For this role you need to know HTML, CSS, SQL & Excel

This is a fantastic opportunity to work for a fast growing award winning company that focuses on innovation in the e-retail sector. We lead the way in providing hardware and software based solutions to the independent retail sector.

We are looking for a 1st/2nd Line Helpdesk Support Engineer / Technical Customer Support Agent to contribute to the innovation which has been at the heart of our success.

Key Tasks:

1. 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.

2. 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.
> Windows experience
> Be a main point of contact for new customers

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

4. 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

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

Full training provided.

The successful candidate must possess:

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

You may have worked in the following capacities:
IT Customer Services, IT Support Technician, IT Helpdesk Technician, Website Helpdesk Technician, Online Technical Support Agent, Client Support Executive, Customer Support Executive, Online Support Executive, Software Support Technician, Web Developer.

Application Statement: By applying for the role you give express consent for us to process your application in conjunction with this vacancy. All applications are treated with maximum respect and are looked at by humans not software!

The 1st/2nd Line Helpdesk Support Engineer role is brought to you by RecruitmentRevolution .com – The UK's first online recruitment agency since 2005.