At a Glance
- Tasks: Help retail colleagues with tech issues via phone, chat, and self-service portal.
- Company: Join a supportive team in a leading retail tech environment.
- Benefits: Healthcare support, annual bonus, ShareSave scheme, and great development opportunities.
- Other info: Flexible recruitment process with accommodations available.
- Why this job: Make a real difference by resolving tech issues and enhancing customer satisfaction.
- Qualifications: Strong communication skills and ability to multitask in a fast-paced environment.
The predicted salary is between 25000 - 30000 £ per year.
Our Service Desk aims to provide a friendly, efficient and helpful service to every retail colleague, ensuring all internal processes are followed and that every effort is made to resolve their query at the first point of contact. We also ensure that third parties are engaged effectively in order to get our in‑shop technology working as soon as reasonably possible.
As a Retail Tech Support Analyst you will be responsible for the following:
- Professionally managing telephone/self‑service portal/live chat contacts from our retail colleagues.
- Triage and diagnose reported faults and either support the colleague to first‑level fault fix or log the task with a 3rd party to ensure a swift resolution.
- Accurately log incidents and ensure all relevant data is captured clearly and accurately.
- Regularly update incidents logged on the Incident Management System and provide our shop colleagues with a technical solution within Service Level Agreements.
- Escalate incidents where a first‑time fix is not possible to relevant internal resolver group.
- Monitor, progress, and resolve incidents while ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
- Escalate potential service issues initially with Team Manager/Service Desk Senior Manager.
- Follow up on calls and chase 3rd‑party resolvers to meet contractual SLAs.
- Respond to all emails professionally.
Qualifications
The below 5 skills are essential:
- Proven ability to build effective relationships with colleagues and customers and within a team.
- Excellent verbal/written communication skills.
- Ability to organise, prioritise and plan to ensure all deadlines are met.
- Able to deliver high standards of Customer Service and recognise different customer needs.
- Strong multitasking skills, as the successful applicant will have a number of tickets open at once.
The below 4 skills are desirable:
- Good understanding of applying the ITIL framework.
- Competent with Microsoft Office.
Benefits
- Healthcare support
- A stake in our success through our ShareSave scheme
- Great development opportunities
- Wellbeing support, and so much more.
- Annual bonus scheme.
Additional Information
Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.
Retail tech Support Analyst in Nottingham employer: jobr.pro
As a Retail Tech Support Analyst, you will thrive in a dynamic and supportive work environment that prioritises employee wellbeing and development. Our company offers comprehensive healthcare support, a ShareSave scheme to share in our success, and numerous opportunities for professional growth, all while fostering a culture of collaboration and customer-centric service. Join us in a role where your contributions directly impact the satisfaction of our retail colleagues and the efficiency of our operations.
StudySmarter Expert Advice🤫
We think this is how you could land Retail tech Support Analyst in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at jobr.pro. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like jobr.pro before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Retail tech Support Analyst in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to jobr.pro:Your cover letter is your chance to shine! Tell us why you want to work at jobr.pro specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at jobr.pro!
How to prepare for a job interview at jobr.pro
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
