Who are OnBuy?
OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere.
We have recently been named one of the UK's fastest-growing tech companies in Deloitte's Technology Fast 50 for the third year in a row (as well as 'Fastest-Growing Tech Business in the South West').
All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed.
Working at OnBuy:
We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving.
At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard.
We are a close team, who have the opportunity to learn and grow as OnBuy evolves. We work in a flexible way, meaning we can prioritise our health and relationships, but when we are working, we graft.
As a Seller Support Agent, your primary responsibility will be to offer technical support to our sellers via our helpdesk ticketing system.
The business will be looking to you to resolve these tickets in a timely manner, ensuring you are offering valuable technical knowledge to our sellers whilst ensuring quality of service.
Key Responsibilities:
* Resolve seller support tickets within SLA’s and quality assurance expectations.
* Take ownership of technically challenging tickets, get to the bottom of the seller’s challenge and work with internal stakeholders to find a suitable resolution for the seller.
* Offer Integration Support. Resolve integration issues that relate to connection, product creation, listing updates and order management-related issues.
* Support with bulk managed listings and products. Review and manipulate data from sellers, with the express purpose of updating sellers’ products and listings via OnBuy’s API.
* Work closely with the internal team to handle any issues for particular supplier.
* Ensure your technical knowledge is always current and sound technical support always offered.
* Communicate well. Always keep the seller informed of the status of their ticket, explain how to fix their issue in plain English. Most tickets are resolved via written communication, but when appropriate pick up the phone to fully support the seller.
* Minimise the reliance on support tickets were possible, pointing the seller instead to resources available to them so they can self-serve in future.
* Report any trend changes you establish in tickets from sellers, always feeding back any useful insight from your engagement with sellers.
* Escalate any bugs or issues found via the appropriate channels.
* Strong analysis skills – identifying the impact of issues and determining if an issue warrants escalation and resolution.
* Decision Making – Resolving issues in the best interest of the business and the customer.
* Contribute towards knowledge base, FAQ, canned responses and other content to ensure sellers have the best possible resources to hand.
Requirements
* Proven experience in technical support role, ideally B2B.
* Experience using a ticketing system to support customers.
* High level experience with Microsoft Excel bespoke data reporting and able to analysis multiple data sets
* Excellent problem-solving skills and the ability to work in a fast-paced, collaborative environment.
* Customer-focused with a strong commitment to Seller satisfaction.
Benefits
The salary on offer for this role is £28,000 per annum.
In return for helping us to grow, we’ll offer you company equity, meaning you own a piece of this business we are all working so hard to build.