User Support Team Member (Shell Store, Hereford)

This position is based on-site in Hereford, candidates will ideally be within 15 miles of Hereford. Please do not apply if you are not able to work at the Shell Store, Hereford. Salary Range £16k - £24k A proactive user support team member will be the first point of contact for our users, handling inbound calls, responding to first-line tickets, escalating technical issues as needed, and performing basic account administration tasks. This role is essential in ensuring a smooth and efficient operation of our product and providing excellent customer service to our users. Key Responsibilities Answering Support Calls

• Serve as the initial point of contact for all account and product queries and issues.
• Provide first-line support by troubleshooting basic technical problems.

• Triage new tickets upon arrival based on the SLA process.
• Monitor and respond to first-line support tickets via our ticketing system.
• Accurately document user issues and solutions provided.
• Escalate complex technical issues to second-line or specialized teams when necessary.

• Perform basic account management tasks such as password resets, account unlocks, and access permissions.
• Assist with the creation and deletion of user accounts as required.

• Identify and escalate issues that require in-depth technical intervention.
• Ensure proper documentation of escalated issues for tracking and resolution.

• Maintain a high level of professionalism and empathy when dealing with users.
• Provide timely and effective communication to users regarding the status of their issues.

• Maintain accurate and detailed records of user interactions and resolutions.
• Contribute to the development and maintenance of support documentation.

• Basic computer literacy including document creation etc.
• Good English communication skills, both verbal and written.
• Ability to prioritize and manage multiple tasks effectively.
• Strong problem-solving skills with a keen attention to detail.
• Ability to work independently and as part of a team.

• Previous experience in a first-line support or similar IT support role.
• Proficiency in using ticketing systems and remote support tools.
• Basic understanding of account administration and user management.

• Proactive and self-motivated with a positive attitude.
• Patient and customer-focused with strong interpersonal skills.
• Adaptable to changing technologies and environments.

• Monday to Friday, between 8am and 6pm totalling 40 hours per week, with occasional on-call responsibilities.