Technical Support Analyst

Location
Cheltenham, UK
Hours
Full Time
Guide salary
Up to £18,000 (dependent on experience)
Company Description

At Volo Commerce, we’re far more than just a software company, we’re set to create the world’s most successful community of online multichannel sellers, delivering excellence to this multi-million pound market.

Volo enables retailers to distribute their products and seamlessly scale up their operation through the ever-increasing number of marketplaces on the web, such as Amazon, eBay, Google and Rakuten. Our solution integrates with our customers' online sales process, simplifying and automating tasks such as inventory management, product listing and scheduling, sales order processing, payment and dispatch, customer communications and accounts posting.

Our organisation has received significant investment over the past few years and we have exciting plans to grow and support our global customer base.

Role Description

The role sits within the Support team of the Volo Resolution Centre, specialising in performing first point resolution of customer queries in relation to the Volo Systems and 3rd parties Volo integrates with. Primarily you will handle Support Tickets that have been raised by customers, operate a Live Chat service where customers can communicate with our analysts via Instant and respond to customer queries raised through our phone line.

Responsibilities:
  • 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 via calls, e-mail, Skype for Business.
  • 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 where possible.
  • Participating in application testing where required.
  • Have the ability to make recommendations for technical improvements.
  • Accurately capture Time Worked on all Support tickets.
  • Take part in On Call shifts to provide out of hours assistance.
Key Skills and Experience
Essential:
  • Excellent communication skills - both written and verbal.
  • Excellent Customer Service skills.
  • Excellent analytical and problem solving 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.
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 eBay, Amazon, Magento and Rakuten Systems.
  • Practical experience of working with a Help Desk logging and reporting tools.
  • Previous experience in customer support.
  • Ability to make decisions under pressure.
Values
  • Spirit of adventure
  • Transformational growth through partnership
  • Experience the difference
  • Pride in our community
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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