1st / 2nd Line Support Agent - Sage & Woocommerce

Woosage is an integration solution developed in-house by Vizulate. It provides an integration between ecommerce websites powered by WooCommerce, and Sage50 accounting systems. The primary functions are importing website orders to Sage and updating stock, products and prices to WooCommerce.

We currently have 115 customers using the product throughout the UK and Republic of Ireland who are eligible for product support under the terms of their subscription.

Woosage is growing at a rate of around 4 new clients per month and we are about to launch a similar product to integrate WooCommerce with another accounting system.

**Role & Responsibilities**

This is an opportunity to learn in a small, but friendly and enthusiastic, team.

Day to day you’ll be responding to support tickets raised on our support desk system and being the 1st point of contact for Woosage customers and keeping users updated on ticket progress.

You’ll work with, and be supported by, senior members of the Woosage support team, using their knowledge and experience, to reach a satisfactory resolution for customers.

The role is very varied and covers the following:

- Providing support to clients by responding to tickets raised in our help desk system (Zoho Desk).
- Guiding clients to resolve their issues using articles in our help desk system (Zoho Desk).
- Where necessary, troubleshooting and resolving more complex or technical issues.
- In some cases, remotely connecting to clients’ machines and/or websites to resolve issues.
- Escalation of complex issues to senior support staff as needed.
- Onboarding new clients which involves installation and configuration of Woosage

**Attributes & Key Skills**

The key skills required are:

- Problem-solving and analytical skills
- A methodical and logical approach
- Accuracy and attention to detail
- Good written and verbal communication skills
- A proactive, customer-focused approach

**Skills & Experience**

In addition, you should have **at least one of** the following:

- Basic understanding of ecommerce
- Basic understanding of accounting or accounting system systems, particularly order processing and sales invoices.
- Experience of using WooCommerce
- Experience of using Sage50 Accounts

Training will be provided in the other areas.

**Term & Hours**

The role is initially a 12-month fixed term contract to help the team provide cover for a member of staff that will be going on maternity leave in December. However, there is a possibility that the role could be extended or made permanent.

The role is required to be filled from early September at the latest and it would initially be based at our office in Brighouse. Once established we will consider limited home working with a minimum of 2 days in the office.

**Remuneration & Benefits**

In addition to paid holiday on all statutory and other public holidays, you will be entitled to 23 days’ holiday per year, which includes 1 mental health day. In addition, you will be paid for 3 days over the Christmas and the New Year period, during which the company normally closes (equating to a total of 27 days’ holiday).

**Job Types**: Full-time, Part-time, Fixed term contract
Contract length: 12 months

Pay: £27,000.00-£30,000.00 per year

Expected hours: 20 - 38 per week

Schedule:

- Monday to Friday

Application question(s):

- Are you a UK resident living within traveling distance of Brighouse, West Yorkshire?
- Do you have at least 2 years' experience in a similar role?
- Do you have experience in at least one of the below areas:
Basic understanding of ecommerce
Basic understanding of accounting or accounting system systems, particularly order processing and sales invoices.
Experience of using WooCommerce
Experience of using Sage50 Accounts

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: woosage-supp
Expected start date: 01/09/2025