Onsite Customer Support Specialist – IT & E‑commerce

Sanctuary Supported Living; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A community support organization is seeking a Customer Support Assistant to provide exceptional service in Leicester City Centre. The role involves managing customer inquiries, handling escalations, and ensuring effective communication. Candidates should have experience in customer service within a digital environment, excellent communication skills, and a background in applications and IT systems. This position operates 24/7, with regular hours and additional on-call responsibilities. Join our team and contribute to enhancing customer experiences.

Benefits

On-call allowance

Time and a half for issue resolution

Responsibilities

• Answer incoming customer inquiries and provide timely, professional support.
• Stay up-to-date on new products, services, and policies to ensure accurate assistance.
• Collect and report customer feedback to identify best practices.
• Engage with customers professionally, listening to concerns and offering solutions.
• Perform initial fault finding and escalate issues as necessary.
• Manage systems administration tasks, including SSL certificates and server backups.
• Coordinate with third-party providers to maintain strong relationships.
• Assist with emergency and high-priority incidents.
• Support development teams with planning and structured support delivery.
• Undertake other support-related duties as requested.

Skills

Excellent written and oral communication skills

Ability to organise multiple customer contacts

Customer service experience in a digital environment

Ability to work on initiative and in a team

Background technical knowledge of applications and IT systems

E-commerce knowledge around Magento or similar

Customer support experience including ticketing systems

Job description

A community support organization is seeking a Customer Support Assistant to provide exceptional service in Leicester City Centre. The role involves managing customer inquiries, handling escalations, and ensuring effective communication. Candidates should have experience in customer service within a digital environment, excellent communication skills, and a background in applications and IT systems. This position operates 24/7, with regular hours and additional on-call responsibilities. Join our team and contribute to enhancing customer experiences.