Customer technical support

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

Characteristics:

• 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.