Job Description

HELP DESK ADMINISTATOR ROLE - FIXED TERM

SK Chase is seeking a full-time

Help Desk administrator

who will work on a hybrid basis between our office in West End Edinburgh and working from home. Immediate start desired.

To apply for this role please send a copy of your CV along with a cover letter to HR@skchase.com.

ABOUT SK CHASE

SK Chase pioneered digital gift voucher technology over 20 years ago & continues to transform luxury hotels gift voucher performance with our software & service. We pride ourselves on providing outstanding service to our 600+ clients based in the UK and overseas.

HELP DESK ADMINISTRATOR

The primary focus of the role will be to provide excellent first-line support via email and telephone to our luxury hotel clients. You will assist our clients in effectively utilising our system, thereby empowering them to enhance the experience of their own customers (those purchasing gift vouchers). You will also help create and publish web content on behalf of our clients using web content management systems. There are also occasional interactions with voucher buyers.

We are looking for a warm, professional, confident, articulate candidate who is a good team player. Comfortable using many different software applications, you will pick up new systems quickly and easily, have a great telephone manner and the ability to listen and fully understand our clients' requirements.

You will enjoy having a diverse range of tasks and working in a small, friendly, and efficient team, the majority of whom work remotely.

We will provide comprehensive training so that you have in-depth product knowledge of our gift voucher software and the other systems we use, so that you are able to support our customers with their questions and issues relating to the system. You don't need to possess prior experience in the systems used.

As it stands we see this role as being a fixed term position to help with maternity cover in our Help Desk team. We would envisage that this role will run until the end of June 2026. This may be subject to review as we move towards the end of the contract period.

The main focus of the role will be based on helping resolve queries that come into our busy Helpdesk team. This will be via phone and email therefore customer service experience is highly desirable. As SK Chase is a seasonal business - with our busiest time of year being the festive period there will be an extensive learning period over the first few months as we do see cases increasing from both our clients and our clients customers who may also contact us with voucher queries.

TASKS INCLUDE:

First response to email and telephone queries regarding gift vouchers that have been purchased via our system including extensions, refunds, amending personal messages, checking payment details, ordering replacement gift vouchers.

Tracking delivery queries for vouchers (postal & email).

Assisting clients with login queries/set up.

Liaising with your colleagues in order to resolve client support queries in remote teams via Salesforce/Slack and Zoom.

Supporting clients with managing voucher content/their voucher sites.

Responding to common help-desk queries including helping our clients use the system, manipulating and emailing reports.

Providing support in the roll out of new features, or improvements, in our system.

Systems used include:

Bespoke Content Management Systems, Salesforce (CRM System), Opayo, Stripe, Photoshop, Premiere Pro, Gmail and G Suite (google docs, google sheets), Microsoft Word & Excel, Navigate phone system

POSITION SUMMARY

Help Desk

- Support

Salary:

23,000 per annum

Location:

Office based (west-end Edinburgh) and the option of working remotely.

Work hours:

Monday to Friday, 9 am to 5 pm, with a one-hour lunch break. Flexible working options are available after the probation period.

Reporting to:

Head of Helpdesk

Contract:

9 month fixed term contract with a 3-month probationary period, this position will be utilised to cover maternity leave within the business.

To apply for this role please send a copy of your CV along with a cover letter to HR@skchase.com.

Job Types: Full-time, Temp to perm, Graduate
Contract length: 9 months

Pay: Up to 23,000.00 per year

Benefits:

Bereavement leave Casual dress Company events Company pension Employee mentoring programme Enhanced maternity leave Flexitime Health & wellbeing programme Sick pay Work from home
Work Location: Hybrid remote in Edinburgh EH12 5AP