User Support Team Member (Shell Store, Hereford)

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