We are seeking a highly motivated Customer Support Analyst to join our team. We are an expanding company and our retail clients need someone diligent, friendly and organised to support them on a daily basis with a wide range of support requests and technical queries. A successful candidate needs to be passionate about the Internet and customer satisfaction as well as being proactive, resourceful and well organised.

Job Specification

The role’s primary responsibilities will be:

The first point of contact for support and service queries for existing clients.

  • Communicate with our customers via email, support tickets and telephone to resolve reported issues.
  • Diagnosis, analysis and resolution of customer technical support issues
  • Writing and amending our published help pages for support queries.
  • Working with third party vendors in resolving operational issues via email, support tickets and telephone.
  • Management reporting and statistics on activity and agreed metrics

Other areas of responsibility include:

  • Assisting in the testing of new software releases on websites
  • Bug logging and testing with Screen Pages’ in-house website developer
  • Any other reasonable task related to the fulfilment of this role

Prerequisite skills:

  • Previous experience in online customer support
  • Experience in using an online ticketing system
  • Familiarity with browser-based business applications/software
  • Excellent track record in administration and time management
  • Ability to handle a wide range of tasks, queries and ad hoc requests
  • Ability to communicate confidently at Director level.
  • An understanding of online technologies (websites, browsers, etc)

Advantageous skills:

  • Experience in training individuals in using new technologies
  • Basic or better HTML skills not essential but a bonus
  • A passion for online shopping


  • Impeccable telephone answering, email communication and customer service skills
  • Articulate and well-spoken with first class English
  • A passion for the Internet
  • Reliable and flexible
  • Personable and fast to react
  • Ability to handle stress and work well under pressure.

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