Support Specialist - Tier 1

Fourth; Macclesfield; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

25 holidays

Hybrid working

Wellness discounts

Laptop provided

Healthcare expense tools

Certifications growth

Annual meet ups

Pension and life insurance

On demand pay tools

Job summary

Fourth in Macclesfield is seeking a customer support professional to join the team. You will provide software support for UK/US customers, understand product issues, re-assign queries, update customers, and meet service levels.

This role is based in Macclesfield with hybrid working options and clear scope for career development into technical specialist or other departments. Ideal candidates have Zendesk and Microsoft Office experience, strong communication skills, and a willingness to grow with

Qualifications

• Strong verbal and written communication skills.
• ITIL background preferred.
• Experience with Zendesk and Microsoft Office helpful.

Responsibilities

• To provide software support for UK/US Customers
• To have a great knowledge of our products; to be able to distinguish between user or system related issues
• To handle or re-assign queries as appropriate
• To regularly update the customer on their case
• To achieve Service Level Agreements at all times
• Primary responder to incoming calls, creating an excellent first impression by being helpful and providing a speedy resolution
• To be customer services focused
• To build strong working relationships

Skills

Strong verbal and written comms

ITIL background

Tools

Zendesk

Microsoft Office

Job description

Our Story

In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.

Interested in joining our smart, fun, and talented team?

Position Overview

The Support Team is the first line of support for our customers when they have a system issue and is a vital role in Fourth’s ability to always provide exceptional Customer Service. Based in Macclesfield, this role provides a great career development opportunity for someone who would like to develop to become a technical Specialist or to move internally within other Fourth departments once you have joined us.

Primary Responsibilities

• To provide software support for UK/US Customers
• To have a great knowledge of our products; to be able to distinguish between user or system related issues
• To handle or re-assign queries as appropriate
• To regularly update the customer on their case
• To achieve Service Level Agreements at all times
• Primary responder to incoming calls, creating an excellent first impression by being helpful and providing a speedy resolution
• To be customer services focused
• To build strong working relationships

Preferred Experience and/or Qualifications

• Zendesk experience
• Microsoft Office Experience
• Strong verbal and written communication skills
• ITIL Background preferred

Benefits

• Holidays. We all need to rest so you get 25 basic holidays with the option to grow up to 30 with service + your birthday off + bank holidays!
• Flexible working! Use our flexible working hours and hybrid working environments to manage it.
• Wellness activities and a lot of pampering included. On top of that, you can add gym subscription discounts.
• Laptop and equipment.
• Healthcare expense claim tools!
• Like in life, at work we also want you to grow with certifications.
• Annual meet ups!
• Enhanced parenting scheme!
• Cycle to work scheme and season ticket loan provided.
• Pension and life insurance? Several, for you to choose what looks convenient.
• On demand pay tools for you to be able to access salary even before the end of the month!

All personal data provided by you in your application will be processed by Fourth LTD solely for our recruitment purposes. More information on Fourth LTD's privacy policy for job candidates is available here and by applying you confirm that you have read it.

Fourth is an Equal Opportunity Employer

All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, colour, age, national origin, military status, religion, or disability or any other legally protected status.