Product Specialist/Support Engineer - #1778297
webuyanycar
Date: 10 hours ago
City: Manchester
Contract type: Full time
Work schedule: Full day
Main Duties
- Develop a deep understanding of our bespoke products, including their features, functionalities, and benefits.
- Serve as the subject matter expert on our Retail Purchasing system, providing guidance and support to internal teams, including Finance, marketing, Transport, Customer Support and Retail.
- Collaborate with internal product development teams to provide feedback on product performance, user experience, and areas for improvement.
- Answer telephone, email and direct walk-in queries relating to internal IT systems.
- Create, manage and resolve Incidents and Service Requests via our ITSM system.
- Ensure all tickets are processed are handled with accordance to ITIL guidelines.
- Perform first / second line support diagnostics with the aim to achieve an 80% first time fix rate.
- Escalate incidents to 3rd line technical staff as required.
- Ascertain a full understanding of webuyanycar.com, including full organisation awareness.
- To be professional and polite at all times.
- To adhere to and always maintain confidentiality.
- To undertake any other duties as may be reasonably requested.
- Problem-Solving Skills: Should possess excellent problem-solving abilities to diagnose issues, identify root causes, and implement effective solutions in a timely manner. Be able to think critically and creatively to resolve complex technical problems.
- Customer Service Orientation: A customer-centric mindset and show that they can be patient, empathetic, and responsive to user needs and concerns.
- Adaptability: Be adaptable and able to quickly learn and adapt to new technologies, tools, and processes. They should be comfortable working in a fast-paced, dynamic environment with changing priorities and requirements.
- Attention to Detail: Attention to detail is important for this role. To accurately diagnose and troubleshoot technical issues, as well as to document their work and ensure accuracy in their communications and interactions with users.
- Time Management: Effective time management in being able to prioritize tasks, manage workload, and meet deadlines in a fast-paced and often demanding environment.
- Able to prioritise workloads and achieve tight deadlines.
- Efficient with a strong work ethic.
- Free electric car charging!
- Incentives & rewards.
- Discount at our partner companies.
- Rapidly expanding, healthy business with ample opportunities.
- Training opportunities.
- There's always new and exciting projects to get involved with here - we're not afraid to trial almost anything!
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