Omegro Business Unit: VBU - Worldwide Chain Stores Job Description: What will I be doing day-to-day? In a nutshell – you will be responsible with the team to ensure the best customer service possible. The team will provide efficient, professional, and effective technical customer support in response to customer issues and queries making sure that service standards are being met and problems are resolved in line with SLA’s. This is a hybrid role (2 days in office and 3 days at home) In a bit more detail you will: Customer Care and helpdesk Serve as the initial point of contact for Customer queries or issues received via phone, email or other medium Diagnose Customer technical issues; gather the necessary information and perform standard, preliminary research using all relevant available resources Document and update Customer queries or issues in ticket management system and track incidents through to resolution/escalation Collaborate with the team to create a continuous improvement culture and processes. Work with team members, agreeing rotas and capabilities to ensure provision of the best level of support to customers. Management of customer expectations and communication for high priority tickets. Coordinate with your colleagues to progress ticket queues and resources required to provide best-in-class service. Monitor open support issues and ensure closure within terms of SLA. Own your tickets progress according to the correct priority/severity. Diagnose and resolve customer technical issues. Document and update customer queries or issues within the ticket management system (JIRA) and tracking incidents through to resolution/escalation. Identifying potential problems (via information gathering, ticket trends) and communicating information to Product Manager. Provide Tier 2 support as required Escalating complex or unresolved queries or issues to Tier 2 providing all relevant information e.g. steps taken to try to resolve query or issue, communication with the customer, customer expectations regarding resolution etc… Communicating with customers in a clear, positive and professional manner. Ensure consistency of high standards and customer service delivery. Cover global support desk (including weekend and Emergency support cover). Backfilling support when necessary. The point of resolution of Customer support issues assigned in line with business commitments, customer expectations, KPIs & SLA’s but will escalate to the Product Director as required Systems Analyst Conduct comprehensive analysis of business requirements to identify system needs and propose effective solutions. Develop functional and technical specifications based on identified business requirements. Design and implement software systems and applications, ensuring adherence to technical specifications and organizational standards. Perform system testing and debugging, identifying and resolving issues to ensure optimal system performance. Collaborate with cross-functional teams, including developers, project managers, and end-users, to ensure seamless system integration and user acceptance. Developer Code Development and Maintenance: Write, test, and debug code for new software applications or enhancements to existing programs. Collaborate with team members to understand project requirements and contribute to the development of solutions. Bug Fixing and Troubleshooting: Identify and resolve software bugs, glitches, and other technical issues. Work closely with senior developers to analyse and debug problems, ensuring the overall stability and performance of applications. Documentation: Create and maintain technical documentation, including code comments, system architecture, and user manuals. Document code changes and updates to facilitate knowledge transfer within the development team. Collaboration and Communication: Participate in team meetings, providing updates on project progress and discussing potential challenges. Collaborate with cross-functional teams, including designers and product managers, to ensure alignment between development and overall project goals. Learning and Skill Development: Stay up to date with industry trends, best practices, and emerging technologies. Actively seek opportunities for professional development and skill enhancement, demonstrating a commitment to continuous learning and improvement. Any other reasonable duties as required by Management. Who will I report to? Customer Care Lead What do I need to be eligible to apply? You need: A minimum of 2 years’ experience in a software Helpdesk / Customer Support function / Systems Analyst. Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques. Drive, self-motivation, and ability to work under own initiative. Experience of working accurately and confidently with service desk tools (Jira). Experience of delivering a high level of customer service. Knowledge or experience of warehousing industry. Experience of handling customer escalation and high priority support issues Proven ability to work efficiently in a high-pressure environment. Excellent written and verbal communication skills. A passion for delivering and maintaining high levels of customer service. Currently holds the independent right to work in UK. Skill required to perform the job: Investigate and diagnose java application server issues (TOMCAT/WebSphere). SQL knowledge and use. Problem solving from the front end and back end. Knowledge of Java. Familiar with Linux environment. It’s not a deal breaker, but we’d love it if you also had: Experience of analysing data, making changes as a result and preparing management reports. A third level IT qualification. WCS is an Equal Opportunities Employer