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Junior Support Advisor
The role
The Junior Support Advisor will play a key role in supporting our sales teams with basic system queries and handling a range of technical and design-related tickets. Working closely with the Support Team, this role involves offering direct support, handling some technical tickets, assisting with integrations, and supporting new business process needs. You’ll also play a part in ensuring our products are properly tested before they go live.
The part you’ll play
- Basic system queries: Respond to straightforward internal enquiries regarding the Salesfire platform. These include resolving non-technical issues and questions that do not require creating a support ticket.
- Support ticket overflow: Provide support by handling simple technical queries when senior team members are unavailable. This includes product, integration, and testing tickets.
- Testing tickets: Assist in testing new tools developed for clients to ensure they function properly before deployment.
- Integration support: Help clients with technical queries related to the integration of our tools, ensuring seamless onboarding. You’ll provide troubleshooting and guidance during this process.
- Product support: Address and resolve minor technical issues that clients encounter after the tools are live, ensuring a smooth experience.
- New business design support: After the Business Development team completes a client call, you will create a design ticket based on the tools the client chooses, ensuring their specific needs are met.
- Dashboard creation: Post-demo, you’ll create client dashboards, connect the API to HubSpot, and add clients as users, ensuring they have access to the tools and resources needed.
- Basic coding: Utilise basic HTML and CSS skills to assist clients with styling requests, as well as managing blacklisting, whitelisting rules, and testing of tools.
The skills you’ll need
- Customer service skills: Ability to communicate clearly and effectively with other teams to resolve issues efficiently.
- Basic technical knowledge: Understanding of basic HTML and CSS for handling client requests and basic troubleshooting.
- Problem-solving ability: A methodical approach to troubleshooting and resolving technical issues.
- Attention to detail: Ensuring tickets and tasks are completed accurately and in a timely manner.
- Collaboration: Ability to work with cross-functional teams (Business Development, Product, and CSM teams) to provide efficient support.
Desirable skills
- Experience with eCommerce platforms or SaaS-based customer support.
- Familiarity with support tools like HubSpot or ticketing systems.
- Previous experience in testing or quality assurance.
The benefits
- Competitive salary and benefits package.
- 24 days paid holiday plus bank holidays.
- Flexible working hours for a balanced work-life approach after probation period.
- Opportunities for growth and learning through training programs.
- Collaborative and passionate team environment.
Technical Support Advisor
Stephen Bland
TYPE
Permanent
LOCATION
Middlesbrough, UK (or remote)
SALARY
Competitive
HOURS
Flexible
HOLIDAYS
24 days + bank holidays
CLOSING DATE
24th January 2025
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