Job Description
Technical Support Specialist – 2nd / 3rd line
Ashford, Middlesex
Permanent - £32,000 - £35,000 + Additional remuneration for OOHs £250pw and Weekend shifts £225pd (1-in-8)
3 days per week Hybrid (following initial 3 months full time onsite).
The Technical Support Specialist will have the following skills/background;
Essential experience:
* to navigate and work efficiently using IT software.
* using inhouse CRM. Accurate ticket resolution. Document and maintain detailed records of support interactions and solutions.
* with 3rd parties
* with 2nd / 3rd line queries effectively to competition.
* Patient with excellent customer service skills/commercial awareness
* Excellent Problem Solver and team player
* Confident and able to communicate clearly and effectively
* to communicate and provide great customer service
* able to work independently and part of a team
* to cope under pressure and meet deadlines
* organizational skills
* and forward-thinking mindset
Desirable:
* Experience of inputting Import & Export entries preferably using Sequoia (any comparable system is adequate as training will be given where needed).
* Be able to deal with customs clearance processes for import / export and any issues that may arise
* Freight forwarding ops knowledge
* Knowledge of freight software packages
2+ Years in Freight Forwarding Industry, Service Desk or technology-related role.
Shift patterns.
* – 16:30, 09:00 – 17:30, 10:30 – 19:00 Mon > Fri
* – 17:00 Weekends
* – 17:00 Bank holidays
* of these times - on-call service. OOHS cover 1-in-8 –19:00 – 08:00. Working a standard 09:00 – 17:30 during OOHs week.
Benefits.
* on 25 days. After 5 years served an additional 5 days is granted for that calendar year and every subsequent 5 years after.
* by Aviva offered after probation
* shield insurance covering such areas as dental, optical etc following a year’s employment
* insurance for the sum of £250,000 again following a year’s employment
* Auto enrolment, company currently contribute 8% vs employee 4%