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User Support Team Member (Shell Store, Hereford)
User Support Team Member (Shell Store, Hereford)
User Support Team Member (Shell Store, Hereford)
Posted 8 days ago
- Hereford, Herefordshire
- Any
- External
This position is based on-site in Hereford, candidates will ideally be within 15 miles of Hereford.
Please do not apply if you are not able to work at the Shell Store, Hereford.
Salary Range £16k - £24k
A proactive user support team member will be the first point of contact for our users, handling inbound calls, responding to first-line tickets, escalating technical issues as needed, and performing basic account administration tasks. This role is essential in ensuring a smooth and efficient operation of our product and providing excellent customer service to our users.
Key Responsibilities
Answering Support Calls
Serve as the initial point of contact for all account and product queries and issues.
Provide first-line support by troubleshooting basic technical problems.
Ticket Management
Triage new tickets upon arrival based on the SLA process.
Monitor and respond to first-line support tickets via our ticketing system.
Accurately document user issues and solutions provided.
Escalate complex technical issues to second-line or specialized teams when necessary.
Account Administration
Perform basic account management tasks such as password resets, account unlocks, and access permissions.
Assist with the creation and deletion of user accounts as required.
Technical Escalation
Identify and escalate issues that require in-depth technical intervention.
Ensure proper documentation of escalated issues for tracking and resolution.
Customer Service
Maintain a high level of professionalism and empathy when dealing with users.
Provide timely and effective communication to users regarding the status of their issues.
Documentation & Reporting
Maintain accurate and detailed records of user interactions and resolutions.
Contribute to the development and maintenance of support documentation.
Required Skills and Experience
Basic computer literacy including document creation etc.
Good English communication skills, both verbal and written.
Ability to prioritize and manage multiple tasks effectively.
Strong problem-solving skills with a keen attention to detail.
Ability to work independently and as part of a team.
Desirable Skills, Experience, and Qualifications (not required)
Previous experience in a first-line support or similar IT support role.
Proficiency in using ticketing systems and remote support tools.
Basic understanding of account administration and user management.
Personal Attributes
Proactive and self-motivated with a positive attitude.
Patient and customer-focused with strong interpersonal skills.
Adaptable to changing technologies and environments.
Working Hours
Monday to Friday, between 8am and 6pm totalling 40 hours per week, with occasional on-call responsibilities.
Please do not apply if you are not able to work at the Shell Store, Hereford.
Salary Range £16k - £24k
A proactive user support team member will be the first point of contact for our users, handling inbound calls, responding to first-line tickets, escalating technical issues as needed, and performing basic account administration tasks. This role is essential in ensuring a smooth and efficient operation of our product and providing excellent customer service to our users.
Key Responsibilities
Answering Support Calls
Serve as the initial point of contact for all account and product queries and issues.
Provide first-line support by troubleshooting basic technical problems.
Ticket Management
Triage new tickets upon arrival based on the SLA process.
Monitor and respond to first-line support tickets via our ticketing system.
Accurately document user issues and solutions provided.
Escalate complex technical issues to second-line or specialized teams when necessary.
Account Administration
Perform basic account management tasks such as password resets, account unlocks, and access permissions.
Assist with the creation and deletion of user accounts as required.
Technical Escalation
Identify and escalate issues that require in-depth technical intervention.
Ensure proper documentation of escalated issues for tracking and resolution.
Customer Service
Maintain a high level of professionalism and empathy when dealing with users.
Provide timely and effective communication to users regarding the status of their issues.
Documentation & Reporting
Maintain accurate and detailed records of user interactions and resolutions.
Contribute to the development and maintenance of support documentation.
Required Skills and Experience
Basic computer literacy including document creation etc.
Good English communication skills, both verbal and written.
Ability to prioritize and manage multiple tasks effectively.
Strong problem-solving skills with a keen attention to detail.
Ability to work independently and as part of a team.
Desirable Skills, Experience, and Qualifications (not required)
Previous experience in a first-line support or similar IT support role.
Proficiency in using ticketing systems and remote support tools.
Basic understanding of account administration and user management.
Personal Attributes
Proactive and self-motivated with a positive attitude.
Patient and customer-focused with strong interpersonal skills.
Adaptable to changing technologies and environments.
Working Hours
Monday to Friday, between 8am and 6pm totalling 40 hours per week, with occasional on-call responsibilities.