Customer Onboarding Support Specialist
3 weeks ago
**Job Overview**
The Junior Customer Onboarding Support specialist will support our new entrepreneurs with the integration, day to day support, and troubleshooting of our groundbreaking online portal technology; the key to our success and the future of their business. You will be responsible for assisting the IT Supervisor in the general IT support provision, focusing specifically on level 1 and level 2 support queries for internal employees, franchisees, and customer base. As a technology focused business, this is a huge opportunity to be part of a growing IT team and be integral in the transformation of the wider IT infrastructure across the UK business.
**Responsibilities and Duties**
- Provide First & Second level support on all the IT platform provided to the World Options Franchisee Network, meaning:
- Obtain and communicate feedback provided during support process.
- Provide First & Second level support on all the IT platform provided to the World Options Customer base, meaning:
- Obtain and communicate feedback provided during support process.
- Manage the initial set up of internal employee on IT systems:
- Ensure required equipment is available and ready to use. (Windows & MacOS Systems and Wifi)
- Manage set up and access requirements on any relevant internal and third-party systems.
- Manage equipment set up for any 60/40 hybrid working requests.
- Conduct DSE assessments.
- Provide First & Second level support on all the IT systems for Internal Employees, meaning:
- Thermal Printer Set-Up & Support Level 1 & 2.
- Escalation of level 3 & 4 internal, customer base, franchisee and thermal printer support queries to IT Supervisor.
- Initial and ongoing customer integration set
- up (ecommerce)
- Customer Integration Set Up, Support and Exploration (portal)
- Scheduling and attending calls with Customers and Franchisees/Account Managers to explore their current eCommerce platform and analyse how World Options can be integrated, whilst supporting Customers with installation/configuration/set up where required. For all Plugin relevant platforms such as Shopify, WooCommerce, OpenCart, etc.
- Customer Integration - Support & Advanced Solution Exploration
- Where traditional integrations with Plugins are not applicable, for example where Customers have custom websites/ERP/platforms and require API integration, scheduling and attending calls with Customers and Franchisees/Account managers to explore their website/ERP/platform, understanding where World Options can be integrated and providing information relating to the integration of platforms by API.Respond and resolve UK Portal Pricing Queries
- Understanding and providing knowledge to Customers and Franchisees/Account Managers of API integration, troubleshooting API integration issues and errors, as well as escalating Level 2/3 issues to the IT Supervisor
- Liaise with Evaris IT external support, Circleloop phone systems, Domestic and International carriers, iFactory Developers, PSI Developers, Print Tray Thermal solutions, loqate address lookup
- Assist with the communication of system developments to internal teams/franchisees.
- Work to KPI’s set out by IT Supervisor in order to assist with delivery of business-critical IT activities within specified time frame.
- Develop own knowledge and skills, specifically in relation to portal development to facilitate progression and prepare for assisting with future projects.
**Skills and experiences**:
- At least 1/2 years in similar position in organized Help-desk environment better if experienced in the retail sector
- Good functional analysis experience and skills
- Excellent knowledge of personal productivity tools (Word, Excel, PowerPoint, etc.)
- Solid IT background with skills on simple system administration, network configuration and day by day office support
- Basic Knowledge of the main integration technologies (API, WebServices )
- Basic experience in structured Held-Desk processes
- Great teamwork attitude
- Ability to solve problems effectively and efficiently
- Structured approach, process oriented, multi-tasking and ability to prioritize
- Willing to learn showing enthusiasm for technology and business with a proactive attitude
- Solid communication skills, ambitious and able to build strong relationships with internal and external business partners
- Bachelor’s Degree in Information Technology or equivalent will be considered as a plus
**Job Types**: Full-time, Permanent
**Salary**: £23,000.00-£25,000.00 per year
**Benefits**:
- Company events
- Company pension
- Employee mentoring programme
- Gym membership
- On-site parking
- Paid volunteer time
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Accrington: reliably commute or plan to relocate before starting work (required)
**Experience**:
- Customer service: 1 year (preferred)
Work Location: In person
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