Magento Support Specialist

Wisley

£25,000.00 + Parking, Pension and 26 days holiday + Bank holidays

This is an excellent opportunity to gain experience in an exciting and fast growing area of the Internet within a successful and well-respected company. As a Magento Support specialist, you will be responsible for providing an outstanding level of support to clients whose e-commerce websites the company develop, host & support.

You will be managing requests for support and assistance from over 50 clients, as well as looking into technical queries and problems, clients have from time to time in the daily operations of their e-commerce websites.

You will support client's requests via an online portal, with extra information and follow-up by phone and email.

Having learned the e-commerce software used (Magento), you will analyse, diagnose and deal with any issues reported - as part of the support and operations team.

You'll be happy communicating with people inside the business, clients and with third parties where required: you will need excellent written and verbal communication skills.

You'll be able to discuss client website operations, administration and content-management in general terms and be able to relay that to technical teams. You'll have an ordered approach to your work and be able to keep proper records of your activity and communication.

Responsibilities will include:

• The first point of contact for support and service queries for existing clients.
• Communicate with customers via email, support tickets and telephone to resolve reported issues.
• Diagnosis, analysis and resolution of customer technical support issues
• Writing and amending published help pages for support queries.
• Working with third party vendors in resolving operational issues via email, support tickets and telephone.
• Management reporting and statistics on activity and agreed metrics
• Assisting in the testing of new software releases on websites
• Bug logging and testing with the in-house website developers