<p><strong>About Us</strong><br></p><p>Snappy Shopper is the market leader in the growing Q-commerce convenience grocery sector, worth £41b in the UK. In addition to our independent retailers, we serve most of the major convenience store players, including Spar, Nisa, Premier and others.</p><p>Snappy exists to enable local high street businesses to serve their customers online so that local communities thrive, and revenue stays local. Retailers have seen revenue uplifts of between £5k and £120k per month, making the platform mission critical to local business.</p><p>We're committed to delivering top-notch service to our clients and their customers. As we expand our support capability, we’re excited to hire into our first-ever Tier 3 Technical Support team. If you’re passionate about solving complex technical problems and want to be part of a dynamic team that values collaboration and innovation, we’d love to hear from you!<br><strong><br></strong></p><p><strong>Our location</strong></p><p>We are a Scottish start-up with 120 colleagues based around the UK and our Head Office is located in Dundee. </p><p>Our offices are based in Dundee and this is a hybrid working role meaning 2-3 days are spent in the office. This role may include occasional evening and weekend working.<br><strong><br></strong></p><p><strong>About the Role</strong></p><p>As a Technical Support Advisor, you’ll play a critical role in ensuring our clients receive expert assistance with their technical issues. You’ll be the go-to person for resolving complex problems escalated from other teams, working across various channels including WhatsApp, Ticketing Systems, telephone, and email. This role is perfect for someone who thrives on troubleshooting, problem-solving, and delivering exceptional support that enhances user satisfaction.</p><p><strong>Key Responsibilities:</strong></p><ul><li>Provide advanced technical support, resolving complex software and hardware issues across the Snappy Group platform.</li><li>Handle client escalations and complaints with professionalism and efficiency.</li><li>Collaborate closely with the engineering team to stay informed about new product features and support product operations, such as setting up integrations.</li><li>Identify and report product improvement opportunities, ensuring the client’s voice is heard in product development.</li><li>Contribute to process improvements and maintain technical documentation.</li><li>Mentor and train other support colleagues, equipping them to handle more complex issues over time.</li></ul><p><strong>About You</strong><br></p><p>To do this job well, you will have:</p><ul><ul><li>Extensive experience in troubleshooting software and hardware issues across multiple platforms.</li><li>Strong root cause analysis abilities with a focus on preventing recurrence of issues.</li><li>Excellent communication skills, capable of translating technical details for both technical and non-technical stakeholders.</li><li>Ability to prioritise tasks effectively and manage time efficiently in a fast-paced environment.</li><li>Relevant technical certifications (e.g., CompTIA A+, ITIL Foundation) / degree in Computer Science, IT, Engineering, or a related field is advantageous or prior experience in a technical support role / IT Helpdesk experience. Recent graduates with relevant degrees will also be considered.</li></ul><p><strong>If you think you’ve got what it takes but hesitating…</strong></p></ul><p>At Snappy we’re all about Community, from the inside out. We hire great people from all walks of life with a wide variety of backgrounds that make our business stronger. Be a pioneer in a newly created role with plenty of opportunity for growth and impact, and work in a collaborative environment where your contributions are valued.</p><p><strong>What’s in it for you</strong><br></p><p>If you’ve not already experienced it, time in a high growth Tech start-up is a whole new adventure! As the Company grows, so will your professional growth as you learn how to constantly apply your learning to scale the business at pace. The entrepreneurial nature of our business means you get to work with people who are passionate about our community purpose and our products. The challenges and opportunities will constantly change, which means you’ll continually be developing new skills - you won’t get bored or be doing the same old routine. </p><p>This role offers a competitive starting salary.<br></p><p>Scroll below to read more about our Snappy Reward.<strong><br></strong><strong></strong></p><p><strong>Applying</strong></p><p>Don’t forget to include a cover note that tells us why you are interested in the role and shares more about who you are and what matters to you.</p><p></p> •
Last updated on Aug 23, 2024