Customer Service/1st Line Support Technician

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This company is a leading B2B eCommerce platform powering manufacturing, distribution, and service businesses worldwide. This is an opportunity to work for a SaaS B2B eCommerce platform company based in the heart of Leicester, with offices in the US & Asia serving customers globally.

Working with multinationals and SMEs is an excellent opportunity to be part of a fast-growing company with an international reach. Join a team of over 110 eCommerce specialists in their recently refurbished Leicester city centre offices. As a certified partner for SAP, Microsoft Dynamics, they provide specialist B2B eCommerce solutions using their platform. A great time to join this fast-growing business working with clients and projects all over the world.

The normal working day is between 08:30 and 17:00. In the coming months to help cover shifts as required between 07:00 & 22:00, whether by Mobile phone or in the office

Key Roles & Responsibilities - Specific Customer Service Helpdesk Tasks...

- Respond to Initial calls within 1 hour

- Initial fault finding & escalation to second line (Training Given)

- Provide 1st Line technical support & response to issues raised via e-mail or phone from colleagues or clients

- Accurately log all calls and actions within the Helpdesk support program

- Accurately identify Issues covered by a support contract and any non-contract support requests

- Supply client quotes promptly to customers and progress as required

- Report to Senior team job completion for any paid work so that the invoice can be raised

- Managing entries & data input to the customer support Software for service contacts

- Work with colleagues to ensure that the Helpdesk phones and e-mail are always covered

- Help with all Helpdesk administration and any reasonable tasks as requested by your Manager

- Assisting with Helpdesk improvements and procedures

- Assist Projects with 'Go-Live' support

- Assisting with non-helpdesk admin tasks

- Maintenance of personal task processes and keep up to date

- Adherence to ISO standards set out

- Adherence to the company's quality procedures

- Work within agreed SLA's

- Maintaining & building professional relationships with both external and internal customers

About you...

- Ambitious, conscientious and organised, you will be the customers' first point of contact via e-mail, phone, social media & live chat. Using your considerable written & oral communications skills, you will confidently respond to all enquiries in a timely & commercial manner

Key skills & experience required for this role...

- Excellent communication skills

- Ability to organise multiple simultaneous customer contacts often to tight deadlines

- Previous customer service experience in a digital/online environment would be good

- Ability to work on own initiative and as part of a team

Education and Experience

- GCSE or equivalent

- Customer service: 1 year (advantageous but not essential)