Customer Onboarding Support Specialist - Accrington, United Kingdom - World Options Ltd

World Options Ltd

Verified Company

Accrington, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Overview

The Junior Customer Onboarding Support specialist will support our new entrepreneurs with the integration, day to day support, and troubleshooting of our groundbreaking online portal technology; the key to our success and the future of their business.

You will be responsible for assisting the IT Supervisor in the general IT support provision, focusing specifically on level 1 and level 2 support queries for internal employees, franchisees, and customer base.

As a technology focused business, this is a huge opportunity to be part of a growing IT team and be integral in the transformation of the wider IT infrastructure across the UK business.

Responsibilities and Duties

Provide First & Second level support on all the IT platform provided to the World Options Franchisee Network, meaning:
Obtain and communicate feedback provided during support process.
Provide First & Second level support on all the IT platform provided to the World Options Customer base, meaning:
Obtain and communicate feedback provided during support process.
Manage the initial set up of internal employee on IT systems:
Ensure required equipment is available and ready to use. (Windows & MacOS Systems and Wifi)
Manage set up and access requirements on any relevant internal and thirdparty systems.
Manage equipment set up for any 60/40 hybrid working requests.
Conduct DSE assessments.
Provide First & Second level support on all the IT systems for Internal Employees, meaning:
Thermal Printer Set-Up & Support Level 1 &
Escalation of level 3 & 4 internal, customer base, franchisee and thermal printer support queries to IT Supervisor.
Initial and ongoing customer integration set

- up (ecommerce)

Customer Integration Set Up, Support and Exploration (portal)
Scheduling and attending calls with Customers and Franchisees/Account Managers to explore their current eCommerce platform and analyse how World Options can be integrated, whilst supporting Customers with installation/configuration/set up where required. For all Plugin relevant platforms such as Shopify, WooCommerce, OpenCart, etc.

Customer Integration

Support & Advanced Solution Exploration
Where traditional integrations with Plugins are not applicable, for example where Customers have custom websites/ERP/platforms and require API integration, scheduling and attending calls with Customers and Franchisees/Account managers to explore their website/ERP/platform, understanding where World Options can be integrated and providing information relating to the integration of platforms by API.Respond and resolve UK Portal Pricing Queries
Understanding and providing knowledge to Customers and Franchisees/Account Managers of API integration, troubleshooting API integration issues and errors, as well as escalating Level 2/3 issues to the IT Supervisor
Liaise with Evaris IT external support, Circleloop phone systems, Domestic and International carriers, iFactory Developers, PSI Developers, Print Tray Thermal solutions, loqate address lookup
Assist with the communication of system developments to internal teams/franchisees.
Work to KPI's set out by IT Supervisor in order to assist with delivery of businesscritical IT activities within specified time frame.
Develop own knowledge and skills, specifically in relation to portal development to facilitate progression and prepare for assisting with future projects.

Skills and experiences:

At least 1/2 years in similar position in organized Helpdesk environment better if experienced in the retail sector
Good functional analysis experience and skills
Excellent knowledge of personal productivity tools (Word, Excel, PowerPoint, etc.)
Solid IT background with skills on simple system administration, network configuration and day by day office support
Basic Knowledge of the main integration technologies (API, WebServices )
Basic experience in structured Held-Desk processes
Great teamwork attitude
Ability to solve problems effectively and efficiently
Structured approach, process oriented, multitasking and ability to prioritize
Willing to learn showing enthusiasm for technology and business with a proactive attitude
Solid communication skills, ambitious and able to build strong relationships with internal and external business partners
Bachelor's Degree in Information Technology or equivalent will be considered as a plus