Technical Customer Support Manager

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Technical Customer Support Manager required to join an established business formed in 2011 with a fast-growing database of customers. This business provides online stores with SaaS solutions helping them to create, manage and optimise their listings performance in real-time. They are also specialising in data mining, analysing and crawling solutions.

Role

Working within the software development team providing solutions to customer queries. You will be asked to support their developers and customers on a day to day basis aiming to meet set deadlines and resolving related tasks.

Responsibilities

- Supporting external customers via ticketing system, emails or phone calls

- Liaising with internal Software Development Team/Application Developers

- Managing ticket related tasks and meeting deadlines

- Investigating changes, specifications and data points within text-based files

- Investigating e-commerce listings across various customer's online stores

- Investigating product listings across various advertising channels such as Google Shopping/Merchant Centre, Facebook/Instagram Shopping Ads, Amazon, Affiliate Networks and more…

Skills

- Have a strong logical approach to diagnosing issues

- Have a passion for technology and helping others

- Be polite and professional in approach

- Be able to communicate effectively and professionally in English, both in writing and verbally

- Have at least 2 years of working experience in a customer-facing support role

- Understand HTML and related web technologies to be able to comfortably navigate throughout a website's source code to find the desired information

- Quickly learn new technologies and processes

- Understand the principles of online selling and e-commerce shopping carts

- Have knowledge about main online marketplace platforms such as Google Shopping, eBay, Amazon etc and understand their business model

- Have a good knowledge and understanding of a spreadsheet software solution such as Google Sheets, Excel, OpenOffice, LibreOffice etc

- Good understanding and awareness of Web/HTML terminology