Support Analyst

Location
Cheltenham
Hours
Full Time
Guide salary
Competitive
Company Description

At Volo, we’re far more than just a software company, we intelligently connect Brands and Manufacturers to Consumer Demand.

Volo intelligently enables Brands and Manufacturers to distribute their products and seamlessly scale up their operation through the ever-increasing number of channels on the web, such as Amazon, eBay, Google, Facebook and Instagram. Our solution integrates with enterprise level manufacturing organisations and intelligently transitions them to become successful Direct to Consumer retailers.

Our organisation has received significant investment and we have exciting plans to grow through innovation and the use intelligent technology solutions.

Role Description
The role sits within Resolutions Centre, part of the Operations Management Centre, specialising in performing resolution of customer queries in relation to the Volo Systems and 3rd parties Volo integrates with, whilst offering a high level of Customer Service. As a support analyst, you’ll be one of the prime points of contact for our customers, and so your work will have a direct impact on our relationship with our customers.

Primarily you will handle Support Tickets that have been raised by customers through our Live Chat service, ticketing system and phone line. You will focus on taking personal ownership of the queries and resolve them within the SLA set and with excellent Customer Satisfaction (CSAT).

We’re looking for someone who wants to take their first steps into ecommerce or into a software company; someone who’s inquisitive and curious, who likes talking to people, and who wants to develop their career.

Key Responsibilities
  • To take ownership of a group of customers, supporting not only the resolution to their tickets, but the growth of their business using the Volo platform.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • Troubleshooting applications and system performance issues.
  • Ensure effective methods of communication are used with customers.
  • Communicate with 3rd Parties directly where appropriate to ensure ticket resolution.
  • Maintain ownership of customer Support tickets assigned to other departments and ensure customers are updated in line with SLA’s.
  • Participating in application testing where required.
  • Identify trends through Problem Management and suggest resolutions to collections of issues.
  • Accurately capture Time Worked on all Support tickets.
  • Support our UK and international customers by taking part in On Call, evening and weekend shifts to provide out of hours assistance.
  • Frequently contribute to the customer forum and knowledge base.
Key Skills and Experience

Essential:

  • Excellent customer service and communication skills - both written and verbal.
  • A tenacious approach to problem-solving – don’t let it go until finished, with excellent analytics skills.
  • The ability to assess information and make recommendations.
  • Self-motivated, enthusiastic, adaptable, flexible team player.
  • Good interpersonal skills.
  • Work as a team member to share application knowledge to empower others.
  • A responsible attitude.
  • A demonstration of constant learning and the ability to pick up technical skills quickly.
  • Previous experience in customer support.

Desirable:

  • HTML, CSS, XML, FTP, SQL, API’s and other web application-related protocols/languages.
  • Experience using Java and Java Apps.
  • Excel Spreadsheet Manipulation.
  • MAC OS/Linux experience.
  • An understanding of Java and associated applications would be an advantage.
  • High level understanding of ecommerce and marketplaces such as eBay, Amazon, Magento and BigCommerce Systems.
  • Practical experience of working with a Help Desk logging and reporting tools.
  • Ability to make decisions under pressure.
Why work with us
  • Competitive salary plus benefits
  • 25 days of annual holiday plus your birthday off as well
  • Relaxed dress code
  • An ever-changing growth environment with plenty of opportunity to develop your career

Apply Now

If you're interested in this role and would like to apply, please send your CV and covering letter to Volo by filling in the form below.

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