IT Customer Onboarding Support Specialist Accrington, England
Job description
World Options, an exciting technology driven organisation on route to double in size over the next three years, are recruiting a recent IT Graduate who is looking for the opportunity to be part of a larger, global, innovative business operating across the logistics, retail and ecommerce industries. This role will bring exciting opportunities for development both within the UK and across the 12 countries within which we and our brand partners operate. With our industry leading technology, a fantastic reputation across several brands, and our commitment and continuous investment in the employee experience, we believe we are #peoplepossible and can offer a fantastic platform of opportunity, growth and progression. If you are an ambitious, passionate candidate who thrives on both challenge and success, then join us on our mission for global success by sending your application today.
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:
o Maintain and troubleshoot various IT problems (software, hardware, business applications)
o 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:
o Maintain and troubleshoot various IT problems (software, hardware, business applications)
o Obtain and communicate feedback provided during support process.
· Manage the initial set up of internal employee on IT systems:
o Ensure required equipment is available and ready to use. (Windows & MacOS Systems and Wifi)
o Manage set up and access requirements on any relevant internal and third-party systems.
o Set up email and internal communication tools.
o Manage equipment set up for any 60/40 hybrid working requests.
o Conduct DSE assessments.
· Provide First & Second level support on all the IT systems for Internal Employees, meaning:
o Maintain and troubleshoot various IT problems (software, hardware, business applications.
· Thermal Printer Set-Up & Support Level 1 & 2.
· 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)
o 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
o 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
o 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 business-critical 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 Help-desk 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, multi-tasking 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
Job Types: Permanent, Full-time
Salary: £23,000.00-£25,000.00 per year
Benefits:
- Company events
- Company pension
- Employee mentoring programme
- Gym membership
- On-site parking
- Paid volunteer time
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Accrington: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 1 year (preferred)
Work Location: In person
