Franchise Support Specialist
2 weeks ago
**Main Responsibilities Include**:
- Providing first line support to our franchise users across the United Kingdom for our tailor-built software solutions in the shipping industry.
- Managing (Account Management) a dedicated number of franchisees within a region (normally twenty-five franchisees)
- Management and communication of issues clearly and concisely in order to pass on to our 2nd level helpdesk for developers to fix along with assessing and communicating priorities.
- Training on the use of our software solutions.
- Configuration of our software solutions. (Bespoke and third party)
- End user testing of releases and new features prior to final release to all users.
- Maintenance of issue logs and reporting.
- Active communication to individuals on the progress of issues and regular bulletins to the entire franchise network updating on the status of releases and issues
- A person than can find a solution to a problem and implement the change
- Can do attitude, especially when under pressure
- A Team player, willing to help others when needed and go the extra mile
- Great communication skills are needed
**Essential Skills / Experiences**:
- Previous experience of helpdesk support in a customer facing environment.
- Knowledge of e-commerce solutions such as Magento, Shopify, WooCommerce, eBay etc to at least a minimum technical knowledge.
- A flair for problem solving and troubleshooting
- Attention to detail
- Friendly, enthusiastic and a good team player
- Excellent interpersonal and communication skills
- Ability to remain calm when faced with difficult situations
- Self-motivated and willing to take the initiative
- Organised, capable and highly efficient to ensure prompt response times
**Desirable Skills / Experiences**:
- Knowledge of the shipping / logistics industry
- Previous software testing experience
**Job Type**: Full-Time
**Job Types**: Full-time, Permanent
Pay: From £22,000.00 per year
**Benefits**:
- Company pension
- On-site parking
- Transport links
Schedule:
- Monday to Friday
**Education**:
- A-Level or equivalent (preferred)
**Experience**:
- customer service: 3 years (required)
Work Location: In person
Application deadline: 17/11/2024
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