Develop a deep understanding of our bespoke products, including their features, functionalities, and benefits.
Serve as the subject matter expert on our Retail Purchasing system, providing guidance and support to internal teams, including Finance, marketing, Transport, Customer Support and Retail.
Collaborate with internal product development teams to provide feedback on product performance, user experience, and areas for improvement.
Answer telephone, email and direct walk-in queries relating to internal IT systems.
Create, manage and resolve Incidents and Service Requests via our ITSM system.
Ensure all tickets are processed are handled with accordance to ITIL guidelines.
Perform first / second line support diagnostics with the aim to achieve an 80% first time fix rate.
Escalate incidents to 3rd line technical staff as required.
General:
Ascertain a full understanding of webuyanycar.com, including full organisation awareness.
To be professional and polite at all times.
To adhere to and always maintain confidentiality.
To undertake any other duties as may be reasonably requested.
Person specification:
Good organisational and communication skills.
Ability to work in a fast-paced environment.
Excellent attention to detail.
Ability to be flexible within the role.
Able to prioritise workloads and achieve tight deadlines.
Efficient with a strong work ethic.