1st / 2nd Line Support Agent

Vizulate.; Elland; On-site; GBP 27,000 - 30,000; Full time

Job summary

Vizulate is looking for an enthusiastic Support Representative to join their growing team. In this entry-level role, you'll be responsible for responding to customer support tickets, guiding clients through various issues, and assisting with onboarding. In addition to a competitive salary, you'll be part of a supportive environment where training is provided to help develop your skills.

Benefits

23 days holiday per year, including 1 mental health day

Paid holidays over Christmas and New Year

Qualifications

• 2 years' experience in a similar technical support or customer support role.
• Basic understanding of ecommerce or accounting systems.

Responsibilities

• Respond to support tickets raised in our help desk system.
• Provide support and guide clients to resolve issues.
• Troubleshoot more complex issues and onboard new clients.

Skills

Problem-solving

Analytical skills

Attention to detail

Communication skills

Job description

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Woosage is an integration solution developed in-house by Vizulate. It provides an integration between ecommerce websites powered by WooCommerce, and Sage50 accounting systems. The primary functions are importing website orders to Sage and updating stock, products and prices to WooCommerce.

We currently have 115 customers using the product throughout the UK and Republic of Ireland who are eligible for product support under the terms of their subscription.

More detailed information about Woosage can be found at our dedicated website atWoosage.com

Woosage is growing at a rate of around 4 new clients per month and we are about to launch a similar product to integrate WooCommerce with another accounting system.

Role & Responsibilities

This is an opportunity to learn in a small, but friendly and enthusiastic, team.

Day to day you’ll be responding to support tickets raised on our support desk system and being the 1st point of contact for Woosage customers and keeping users updated on ticket progress.

You’ll work with, and be supported by, senior members of the Woosage support team, using their knowledge and experience, to reach a satisfactory resolution for customers.

The role is very varied and covers the following:

• Providing support to clients by responding to tickets raised in our help desk system (Zoho Desk).
• Guiding clients to resolve their issues using articles in our help desk system (Zoho Desk).
• Where necessary, troubleshooting and resolving more complex or technical issues.
• In some cases, remotely connecting to clients’ machines and/or websites to resolve issues.
• Escalation ofcomplexissuestoseniorsupport staff asneeded.
• Onboarding new clients which involves installation and configuration of Woosage

Attributes & Key Skills

The key skills required are:

• Problem-solving and analytical skills
• A methodical and logical approach
• Accuracy and attention to detail
• Good written and verbal communication skills
• A proactive,customer-focusedapproach

Skills & Experience

Candidates should have 2 Years’ experience in a similar technical support or customer support role.

In addition, you should haveat least one ofthe following:

• Basic understanding of ecommerce
• Basic understanding of accounting or accounting system systems, particularly order processing and sales invoices.
• Experience of using WooCommerce
• Experience of using Sage50 Accounts

Training will be provided in the other areas.

Term & Hours

The role is initially a 12-month fixed term contract to help the team provide cover for a member of staff that will be going on maternity leave in December. However, there is a possibility that the role could be extended or made permanent.

The role is intended to be a full-time role (Monday to Friday 9am-5.30pm), but we would consider a part-time role for a candidate with experience of using Sage 50 Accounts or WooCommerce with a minimum of 20 hours per week, which would ideally be spread evenly throughout the working week (Mon-Fri).

The role is required to be filled from early September at the latest and it would initially be based at our office in Brighouse.Once established we will consider limited home working with a minimum of 2 days in the office.

We are offering a full-time annual salary between £27,000 – £30,000 for the right candidate (pro-rata for a part-time candidate).

In addition to paid holiday on all statutory and other public holidays, you will be entitled to 23 days’ holiday per year, which includes 1 mental health day. In addition, you will be paid for 3 days over the Christmas and the New Year period, during which the company normally closes (equating to a total of 27 days’ holiday).

How to apply

To apply for this role please email a copy of your CV with a covering email outlining how you meet the required Skills & Experience criteria, [e-mail]

Due to this primarily being an office based role - please only apply if you are a UK Resident. No agencies.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Software Development

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