Job Description

Company description

Based in Leith, we currently employ a team of eleven people providing government and businesses with online solutions with a particular focus on the agricultural, environmental and food sectors.

You may not have heard of us, but if you've bought fresh meat, fruit or vegetables from a supermarket in the UK, their provenance will likely have been checked or tracked at some point using our systems. With our products we're now looking to join up the whole food chain in order to improve trust in the food you buy, with interest from multi-national companies whose brands you'll instantly recognise.

Job description

Permanent contract
Part-time 20hrs/week (5 mornings) + occasional holiday cover
Hybrid remote/office working
Salary: 24,500 per annum, pro-rated to 14,000 for 20 hours per week

Opportunity for a proactive customer-focused individual to join our support team in a small, friendly, but well-established I.T. company at our offices in Leith, Edinburgh.
We are looking for a helpdesk software support specialist to help us maintain first-class customer service.

The role involves supporting our clients with our specialist software, providing excellent service while answering clients' product questions and resolving technical issues quickly and effectively. You'll need strong diagnostic skills, the ability to learn fast, and an investigative mindset to work through complex problems.

This position has three core elements:

Delivering personalised customer support

: we pride ourselves in providing exceptional customer service across the board. You will be responsible for dealing with customer enquiries, assisting users in getting the most out of the service and resolving any issues they might have.

Monitoring and updating our database

: the quality of the service we provide relies heavily on the accuracy of the data. As such, you will be required to monitor and resolve data conflicts to ensure that our customers can fully trust and rely on the information supplied at their end. You will also be responsible for publishing and updating user guides in our knowledge base to aid with information sharing.

Liaising with our technical team

: you will be working alongside our engineers on the resolution of technical issues that may arise, communicating efficiently, logging issue details, testing solutions thoroughly and following up on your requests to ensure they are resolved in line with service level agreements.
In addition to the above, you will be asked to take care of reception duties and general administration tasks.

Person requirements

We are looking for someone with:

- Previous experience in providing user support for online services and/or software
- Excellent communication skills, both written and verbal and fluent in English
- Proficiency in Microsoft Office and ability to pick-up new software applications (knowledge of HTML an advantage)
- Ability to work on own initiative as well as part of a team
- Meticulous, proactive and enthusiastic approach
- Highers/ A-levels (or equivalent) essential, degree would be an advantage

Job Types: Part-time, Permanent

Pay: 24,500.00 per year

Benefits:

Casual dress Company events Company pension Sick pay Work from home
Application question(s):

What attracts you to apply for this position? Are you available for an interview on the 9th or 10th of December? Will you be able to reliably commute to Edinburgh EH6 6SA on our in-office days?
Education:

A-Level or equivalent (preferred)
Experience:

user support for online services and/or software: 1 year (required)
Work Location: Hybrid remote in Edinburgh EH6 6SA