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Technical Support Agent

7 months ago

Macclesfield, United Kingdom Fourth Ltd Full time

**Location**:Tytherington Business Park, Macclesfield

**Hybrid environment**

**Contract**:Permanent

Fourth is the first global cloud-based intelligent back-office platform in the restaurant and hospitality industries. We are no ordinary software company We pride ourselves on the culture we have created and work hard to ensure this is never compromised. This is a place where people want to work, develop in their roles; where people pull together to work as a team and ultimately be a company, we are all proud to be a part of.

We have an exciting opportunity for a Technical Support Agent to join our team based in Macclesfield on a full-time basis.

**Job Purpose**

The role of a Technical Support Agent will be the first point of contact for our customers for system queries. We take pride in delivering outstanding service to both external and internal customers and exemplifying teamwork daily. You will be working side by side with other technicians and will provide technical assistance and training to our customers. This position requires handing a full range of tasks, so multi-tasking is a necessity. With our mission to provide an unparalleled customer experience, we offer support seven days a week and require weekend availability from our team members.

**Key Responsibilities (Macclesfield)**
- Ability to quickly learn our products in order to be capable of supporting and troubleshooting them
- Input complete and accurate notes in the internal systems.
- Effectively manage time and resources in order to deliver the highest value to our customers.
- Deliver excellent customer service at all times by:

- Building rapport with customers
- Being genuine and making customers feel comfortable
- Inspiring confidence in the solutions we deliver
- Be conscious of our customer time and potential frustration
- Follow up on all matters in a timely manner

**Experience with the following is preferred but not required**:

- Previous experience in a call centre environment
- Experience with Zendesk
- Restaurant experience
- Bilingual in English and Spanish

**Minimum Qualifications**:

- Strong foundation of basic computer and smart-phone technology
- Must possess excellent verbal and written communication skills.
- Must possess a strong team attitude while being dependable and flexible

**Benefits**
- Holidays. We all need to rest so you get 25 basic holidays with the option to grow up to 30 with service + your birthday off + bank holidays
- ️Flexible working Use our flexible working hours and hybrid working environments to manage it.
- Wellness activities and a lot of pampering included. On top of that, you can add gym subscription discounts.
- Laptop and equipment.
- Healthcare expense claim tools
- Like in life, at work we also want you to grow with certifications.
- Annual meet ups
- Enhanced parenting scheme
- Cycle to work scheme and season ticket loan provided.
- Pension and life insurance? Several, for you to choose what looks convenient.
- On demand pay tools for you to be able to access salary even before the end of the month

**Our Story**

In July 2019 Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes—from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.
- **Fourth is an Equal Opportunity Employer**_
- All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status._

**Job Types**: Full-time, Permanent

**Salary**: £20,319.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Gym membership
- Health & wellbeing programme
- On-site parking
- Sick pay
- Work from home

Schedule:

- 8 hour shift
- Weekend availability

Ability to commute/relocate:

- Macclesfield, SK10 2XR: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Macclesfield, SK10 2XR