Job Description

We are looking to appoint an additional team member to our Franchise Support Team based in our Rochdale United Kingdom office. Under the supervision of the Franchise Support Manager you will be handling support calls and IT related emails from the network franchise businesses and managing all issues through to resolution. You will be liaising with the IT Helpdesk Support team, to ensure tickets are progressed to completion. In addition, you will also manage several franchisees within a dedicated region as directed by the Franchise Support Manager, support any issues they may have with the day to day running of their franchise. Under this role we want someone who is a natural problem solver, a skilled and effective communicator, has experience in the shipping industry and someone who can work under their own initiative to be an expert user of our software and a great people person. We want someone who can understand the impact of issues upon the business, clearly manage expectations and able to be proactive in communication to provide confidence and customer satisfaction. Experience in e-commerce solutions such as Magento, WooCommerce, eBay, Shopify etc would be desirable, but training will be provided. We need a great people's person.

Main Responsibilities Include:

Providing first line support to our franchise users across the United Kingdom for our tailor-built software solutions in the shipping industry. Managing (Account Management) a dedicated number of franchisees within a region (normally twenty-five franchisees) Management and handling of all operational and technical related phone calls and email tickets including full investigation, replication, identification of user training issues and IT bugs. Management and communication of issues clearly and concisely in order to pass on to our 2nd level helpdesk for developers to fix along with assessing and communicating priorities. Training on the use of our software solutions. Configuration of our software solutions. (Bespoke and third party) End user testing of releases and new features prior to final release to all users. Maintenance of issue logs and reporting. Active communication to individuals on the progress of issues and regular bulletins to the entire franchise network updating on the status of releases and issues A person than can find a solution to a problem and implement the change Can do attitude, especially when under pressure A Team player, willing to help others when needed and go the extra mile Great communication skills are needed

Essential Skills / Experiences:

Previous experience of helpdesk support in a customer facing environment. Knowledge of e-commerce solutions such as Magento, Shopify, WooCommerce, eBay etc to at least a minimum technical knowledge. A flair for problem solving and troubleshooting Attention to detail Friendly, enthusiastic and a good team player Excellent interpersonal and communication skills Ability to remain calm when faced with difficult situations Self-motivated and willing to take the initiative Organised, capable and highly efficient to ensure prompt response times Experience of MS Windows applications (Office/Excel).

Desirable Skills / Experiences:

Knowledge of the shipping / logistics industry Previous software testing experience
Job Type: Full-Time

Job Types: Full-time, Permanent

Benefits:

Company pension On-site parking Transport links
Education:

A-Level or equivalent (preferred)
Experience:

customer service: 3 years (required)
Work Location: In person

Application deadline: 24/10/2025