Role overview
We're looking for a Customer Support Assistant to join our team onsite at our office in Leicester City Centre. Reporting to the Customer Support Team Leader, you'll play a key role in delivering exceptional customer service. You'll champion a customer-first approach, handle escalations, and identify ways to enhance the support experience.
You'll work a 37.5-hour week, with normal working hours from 09:00 to 17:00 (including a 30-minute lunch break). Weekly working patterns will be arranged when you join the business.
The department operates a 24-hour on-call system, and you'll be part of this to ensure year-round coverage. Employees on the scheme are entitled to an on-call allowance and time and a half for any issue resolution.
As a Customer Support Assistant at Williams Commerce, you will:
1. Answer incoming customer inquiries and provide timely, professional support.
2. Stay up-to-date on new products, services, and policies to ensure accurate and effective assistance.
3. Collect and report customer feedback to help identify best practices and areas for improvement.
4. Engage with customers in a friendly and professional manner, actively listening to their concerns and offering solutions in line with company policies.
5. Perform initial fault finding and escalate issues to second-line support when necessary.
6. Manage systems administration tasks, including SSL certificates, server backups, and system cleaning.
7. Coordinate with third-party providers to address issues, mitigate risks, and maintain strong working relationships.
8. Assist with emergency and high-priority incidents as part of the escalation process.
9. Support local and offshore development teams with capacity planning and structured support delivery.
10. Undertake other support-related duties as requested.
You will bring:
11. Excellent written and oral communication skills.
12. Ability to organise multiple simultaneous customer contacts, often to tight deadlines.
13. Previous customer service experience in a digital/online environment is essential.
14. Ability to work on your initiative and as part of a team.
15. Background technical knowledge around applications and business IT systems.
16. E-commerce knowledge around Magento, Big Commerce or Similar.
17. Customer support experience, including support ticketing systems.
And in return, Williams Commerce offers:
18. 28 holidays + bank holidays
19. Private employee healthcare (after one year's service)
20. Professional development programs, including conferences, workshops, seminars, courses and webinars
21. Pension plan
22. Company equipment
23. Discounted city parking
24. Onsite gym
25. Free healthy snacks