Technical Support Specialist – US shift

RELEX Solutions; Stoke-on-Trent; On-site; GBP 25,000 - 45,000; Full time

Job summary

Join a dynamic and innovative team as a Technical Support Specialist in the thriving retail optimization sector. This role offers a unique opportunity to tackle diverse technical challenges, assisting global customers with their time-sensitive issues. You'll engage with various technologies and applications, enhancing your skills while contributing to RELEX's growth. With a supportive team and a focus on personal development, this position is perfect for those who thrive in a fast-paced environment and are passionate about customer success. Enjoy a range of perks, including flexible working hours and a commitment to work-life balance, while making a real impact in the retail industry.

Benefits

Extra payment for US-shift

25 days off plus 8 bank holidays

Enhanced maternity/adoption package

Employee Assistance Programme

Healthcare support including cancer cover

Expense for sporting activities

Discounted Gym Membership

Cycle to Work Scheme

Annual eye test expense

Feedback and personal development discussions

Qualifications

• Minimum 2 years of Application or Internal IT Support experience.
• Fluent English and strong communication skills are essential.
• Experience with ticket administration via service desks is preferred.

Responsibilities

• Support customers via tickets raised in our service desk.
• Document known issues and add them to our knowledge base.
• Work on automated alerts and monitoring for hosted environments.

Skills

Fluent written and verbal English

Application or Internal IT Support experience

Software troubleshooting and problem-solving skills

Understanding of ITIL best practices

Basic understanding of networking principles

Education

BSc in Business Information Systems

BSc in Computer Science

Tools

JIRA

ServiceNow

Fresh Desk

Salesforce

SQL

AWS

Azure

Citrix

Power BI

Powershell

Job description

RELEX Solutions is a leading provider of cutting-edge retail optimization software. We offer our customers radically improved demand forecasting and supply chain optimization, which then can be leveraged into exponential benefits — optimizing store space, allocation, workforce, pricing and promotion strategies, all within our unified platform. This position will focus primarily on our Space & Assortment side of the business which allows customers to create planograms for use in store, as well as optimizing those planograms as part of our unified platform.

RELEX is trusted by leading brands including Morrisons, One Stop, Coop Denmark and Waitrose as well as many more global retailers.

About the Role

We are now looking for a full-time Technical Support Specialist to join RELEX in the UK Stoke office for the US-shift. You will join a Support team of 11 people worldwide, who will help you succeed in your new role. Together the team will manage RELEX’s extraordinary growth within the Space & Assortment industry. You will help the team achieve this goal by supporting our global customers and ensuring we solve their time-sensitive issues in the most efficient way.

What you’ll be doing:

This role’s main focus is supporting our customers via the tickets they raise in our service desk – we have a very diverse range of issues that use lots of different technologies so our workdays will have many unique and interesting cases. A successful candidate will be accustomed to multi-tasking and working towards specific time-sensitive resolutions, learning how our applications work is very important and will be the focus of the candidate when they begin the role. Interacting with customers and other RELEX departments via online meetings, phone calls and emails is a daily occurrence so strong communication skills are necessary. Working the US shift means working from 3:00 PM to 11:30 PM.

• Taking ownership of your assigned tickets to achieve progression towards resolution.
• Initial structured learning, buddy shadowing and then independent upskilling on new technologies and application features.
• Working on automated alerts/monitoring for hosted customer environments.
• Problem solving technical tickets which vary in priority and skill.
• Documenting known issues and adding them to our vast knowledge base.

What you’ll bring to the table:

• Fluent written and verbal English.
• Minimum 2 years of Application or Internal IT Support experience or Application Support experience.
• Experience of ticket administration via service desks – JIRA is preferred, ServiceNow, Fresh Desk, Sales Force considered (among others).
• SQL Query Writing for reporting, data manipulation and investigation.
• Understanding of ITIL best practices for customer support.
• Basic understanding of networking principals.
• Software troubleshooting and problem-solving skills.

What we consider as an advantage:

• Relevant BSc degree in Business Information’s Systems, Computer Science.
• AWS Experience – Mainly interacting with S3, EC2 instances.
• Exposure to database technologies such as MSSQL and MySql.
• Azure Experience – understanding hosted virtual machines and the basics of an Azure-hosted systems.
• Citrix Experience – Comfortable with Citrix Workspace and its underlying architecture.
• Powershell – ability to create simple scripts to query data, modify files etc.
• Power BI – any experience using Power BI.
• Supporting software-as-a-service (SaaS) solutions.

What we offer you in return:

• Extra payment for working the US-shift.
• At RELEX you have 25 days off per year plus 8 bank holidays. In addition to that you’ll get days off for different occasions (birth of child, first day of school, moving day, etc.).
• RELEX offers a workplace pension scheme with an employer contribution of 6%.
• In addition to that, RELEX offers an enhanced maternity/adoption package of: 12 weeks at 100% pay, 8 weeks at 80% pay and another 8 weeks at 60% pay.
• At RELEX we offer an Employee Assistance Programme (EAP) with different services included.
• Within our Healthcare support we have different services: Treatment with Comprehensive Cancer Cover, Full Out-patient, Therapies, Mental Health, Private GP, Employee Assistance, Programme Premier, Dentist and Optician Cashback Plus and Health Assessment.
• At RELEX you can expense up to £100 per year (£50 in H1 and £50 in H2) to put towards organized physical sporting activities (e.g. marathons, Tough Mudder, Spartan Race, Ironman Triathlon etc.), or the purchase of personal sporting equipment/activities (e.g. running shoes, home weights, Fitbit devices, gym usage etc.).
• Discounted Gym Membership @ Fitness First.
• Cycle to Work Scheme (www.cyclescheme.co.uk).
• You can expense the cost of an annual eye test.
• When it comes to your work laptop, you can choose between Dell and Mac. When it comes to your work phone, your choice is between iPhone and Android.
• At RELEX we take feedback and your personal development very seriously. For this purpose we have our yearly development discussions where you’ll receive peer and management feedback and plan your future at RELEX together with your manager.
• Charity Days: To support different causes, RELEX provides us with up to two days off to do charity work.
• Office Dogs: Your furry friend is always welcome in our London office.

Interested? Please apply with complete application documents in English, salary requirements and earliest possible start date via the button below.

We value diversity and therefore welcome all applications – regardless of gender, nationality, ethnic and social origin, religion/belief, disability, age, and sexual orientation and identity.