Product Specialist/Support Engineer

WeBuyAnyCar; Greater Manchester; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading car-buying service in the UK seeks a dedicated individual for IT support. This role involves troubleshooting internal systems, providing outstanding service to users, and working within a dynamic team environment. Offering competitive salary, bonuses, and unique benefits like free electric car charging and training opportunities.

Benefits

Free electric car charging

Discounted gym membership

Monthly & annual bonuses

Healthcare cash plan

Cycle to work scheme

Pension scheme

Training opportunities

Team social events budget

Qualifications

• Excellent problem-solving abilities and a customer-centric mindset.
• Ability to learn quickly and adapt to new technologies.
• Strong work ethic and attention to detail.

Responsibilities

• Develop a deep understanding of products and provide support.
• Handle incidents and service requests according to ITIL guidelines.
• Perform first/second line support diagnostics.

Skills

Problem-Solving

Customer Service Orientation

Adaptability

Attention to Detail

Time Management

Job description

About The Role

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.

General:

• 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.

Person Specification:

• 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.

Benefits:

• 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!

To find out more about joining our fast-growing teams at webuyanycar.com, get yourself into 6th gear and apply today!

About Us

We are the UK's largest & fastest-growing car-buying service and have helped over 2 million customers to sell their car since 2006. Our simple three step process provides our customers with a quick, easy, safe and convenient way of selling their car. Free from the hassles of private sale and the inevitable haggle of part-exchange.

Extra Benefits:

• Discounted gym membership.
• Team social events budget available to all!
• Monthly & annual bonuses, incentives & rewards.
• Accrue extra for length of service!
• Healthcare cash plan.
• Cycle to work scheme.
• Pension scheme.