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Job Opportunity
Technical Support Agent
About ShopMate & RDP
ShopMate is owned and operated by Retail Data Partnership (RDP). We exist to help retailers flourish. A range of innovative technology and data services allows us to support our customers to better understand their business and thrive in an increasingly competitive retail world. First launched in 1997, ShopMate has built up a customer base of more than 3,000 customers. The main customer groups are independent convenience retailers, wholesalers, brand partners and other service providers such as payments.
Key Details
| Job Title | Technical Support Agent |
| Contact Type | Permanent |
| Department / Location | Technical Support / TRDP Offices - Essendine |
| Reporting To | Technical Support Manager |
| Direct Reports | None |
Job Summary
| Provide excellent - consistent and professional levels of service to our customers and all aspects of the business. |
Key Responsibilities
- Understanding the operation of our bespoke software systems - the hardware and software for the both applications - and to seek ways to improve the reliability and performance of the systems.
- Take customer calls and attempt to resolve the customer’s enquiry or issue by remotely connecting to customer sites.
- Telephone customers and talk through certain functions - and explain the causes and solutions to the problems.
- Participate in the out of hours support rota (this could amount to 1 week in 8)
- Escalate issues to your line manager as appropriate (and according to procedure)
- Maintain a high level of Mantis issue quality (ensuring others can follow your work)
- Liaise with customers professionally at all times
- Ensure your technical knowledge remains up to date
- Participate in ongoing training as systems evolve and new features or functionality is built
- Ensure the working environment is kept tidy and professional at all times
- Ensure that your own technical knowledge is kept up to date
Other Information
| Hours | 9am to 5pm - Monday to Friday (35 hour contractual working week) |
| Life Assurance | 4 times gross annual salary for death in service |
| Pension | Workplace Pension Scheme Minimum requirement 5% by employee and 3% by employer |
| Holiday | 25 working days holiday plus statutory holidays – holiday year runs from 1st January to 31st December |
| Probationary Period | 3 months |
| Notice Period | One week notice during probation period - one month thereafter |
| Bonus | Bonus Scheme – General Staff Bonus. Bonuses are non-contractual - not guaranteed and can be removed at RDP’s sole discretion. Bonus payments are non-consolidated for all other contractual and non-contractual benefits including (but no limited to) pension and life assurance |
Qualifications/Experience & Qualities
| Attribute | Level of Need |
| Strong general educational qualifications | Desirable |
| Demonstrable organisation skills including time management - prioritisation of tasks and self-motivation | Essential |
| Excellent IT literacy - fast accurate keyboard skills | Essential |
| Confident and clear communicator (verbal - written and listening skills) | Essential |
| Proven track record in customer service and support | Essential |
| Professional in manner - approach - appearance and confidence | Essential |
| Motivation to learn and disseminate information | Essential |
| Strong work ethic - requires high standards of self - able to be flexible in order to get the job done - able to work under pressure when deadlines approach | Essential |
| Strong attention to detail | Essential |
| Hard working and committed - with a sense of humour | Essential |
Personal Behaviours (Mandatory for all staff)
| Behaviour | Required |
| A – Put customers first | ✔ |
| B – Listen to our customers | ✔ |
| C – Work with purpose and integrity | ✔ |
| D – Support our colleagues | ✔ |
| E – Stand by our word | ✔ |
| F – Provide solutions that add value | ✔ |
ICT Competency Profile
| Skill | Level of Need |
| Ms Office Word (Basic) | Desirable |
| Ms Office Excel (Basic) | Desirable |
| Ms Windows (Intermediate) | Essential |
| Ms Outlook (Basic) | Essential |
| Internet Browsers (Intermediate) | Essential |
| Linux Operating System (Basic) | Desirable |
| Databases (Basic) | Essential |
"RDP is a good company to work for as everyone is friendly and helpful. I have progressed from Technical Support Agent to Testing Manager with plenty of training and support."
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