Customer Support Specialist

About the Role

We are looking for a support helpdesk agent who has a passion for providing exceptional customer service and web-based technology support, If so, then look no further.  Th

is is an exciting opportunity that combines these two areas.

This role will be a perfect match for you if you pride yourself in delivering excellence, possess fantastic troubleshooting and customer service skills, whilst having the ability to dive deep into a new product to learn it inside out. We’re looking to hire enthusiastic, positive self-starters and go-getters to join our growing team in Bristol, UK.

Your Day-to-Day

• Provide outstanding phone, email, and chat based technical and account services support to our customers in a fast-paced 24×7 environment (expect up to 6 hours of talk/ chat time a day)
• Provide world class Customer 1st Support to our ever-growing customer base with your unsurpassed customer service and problem solving capabilities
• Replicate customer reported issues and transfer to a developer report with clear reproduction steps and analysis
• Ability to recognise severity of issues and react appropriately
• Ability to work on time sensitive issues and provide timely resolution and clear customer communication
• Occasional ‘on call’ rota availability for emergency issues outside of normal working hours
• Feedback to support team colleagues to develop product knowledge and understanding
• Develop excellent database structure knowledge
• Decrease incoming volume by striving toward first contact resolution and proactively advising customers on best practices solutions
• Escalate complex data fixes and summarise the investigation and observations.
• Ticket creation on Zendesk support system
• Building successful relationships with our customers, both internal and external
• Proactively look to improve our service to customers by being sensitive to their business needs
• Continuously improve your product knowledge using our self-training tools and resources.

About You

• Experience in a phone based technical support or customer consulting position in a fast paced environment preferred
• Content generation for help centre documentation
• Working knowledge of relational databases
• Stock management and order management experience
• Outstanding written and verbal communication skills
• A team first mindset, with high results, low ego orientation
• Collaborative and consultative work style
• Passion for technology and helping businesses succeed
• Proven problem solver with ability to work under your own initiative
• Highly motivated, self-directed and well organised
• Accounting, Finance, Business, or Computer Science degree
• Experience and knowledge of APIs
• Good understanding of email protocol (SMTP) and Domain Name Servers (SPF records, CNAME, A records etc.)
• Experience of online marketplaces such as eBay and Amazon
• Experience with online shopping carts such as Magento, Shopify, Bigcommerce
• Experience with products related to accounting, inventory, CRM and sales order processing
• Good understanding of email protocol (SMTP) and Domain Name Servers (SPF records, CNAME, A records etc.)
• Technical experience with SAAS platforms
• Working knowledge of programming
• Previous experience with web-based software
• Previous experience with an accounting or bookkeeping package
• We will not be sponsoring any visas at this time