Support Specialist - Tier 1 Macclesfield ·

Fourth Enterprises LLC.; Macclesfield; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Holidays 25–30 days

Hybrid working

Wellness and gym discounts

Laptop provided

Healthcare expense claim tools

Certifications support

Annual meet ups

Pension and life insurance

On-demand pay tools

Job summary

Fourth Enterprises LLC, based in Macclesfield, is seeking a Customer Support Specialist to join our frontline team. You will provide software support for UK and US customers, resolve issues, and maintain strong customer relationships to ensure exceptional service.

The role offers hybrid working environments and opportunities to develop into a technical specialist or move internally within other Fourth departments after you join us.

Qualifications

• Experience using Zendesk ticketing and helpdesk tools.
• Experience with Microsoft Office (Word, Excel, Outlook).
• Excellent verbal and written communication skills.
• ITIL background is a plus.

Responsibilities

• Provide software support for UK/US customers.
• Diagnose whether issues are user- or system-related and triage accordingly.
• Handle or re-assign queries as appropriate.
• Regularly update customers on case progress.
• Meet or exceed Service Level Agreements at all times.
• Primary responder to incoming calls with a helpful, speedy resolution.
• Build strong working relationships with customers and colleagues.

Skills

Zendesk experience

MS Office

Verbal and written communication

ITIL background

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 toalways provide exceptional Customer Service. Based in Macclesfield, this role providesa great careerdevelopment 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 havea great knowledgeof 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
• Toachieve 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!

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.