Technical Support Specialist – Ecommerce Magento

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 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:

• 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

The successful candidate must have:

• Previous experience in software and/or online website application customer support.
• Experience in using an online ticketing system
• Familiarity with browser-based business applications/software
• An understanding of online technologies (websites, browsers, etc.)
• Impeccable telephone answering, email communication and customer service skills.
• Articulate and well-spoken with first class English
• An understanding of online technologies, such as websites and browsers
• A full driving licence and access to your own vehicle, due to the remote location of client's offices

It would be a distinct advantage if you had:

• Experience with Magento
• Experience in training individuals in using new technologies
• Basic or better HTML skills not essential but a bonus
• Basic understanding of Web hosting technologies (Nginx, PHP, Mysql) a bonus