Seller Support Agent (Technical Support)

As a Seller Support Agent, your primary responsibility will be to offer technical support to our sellers via our helpdesk ticketing system.

The business will be looking to you to resolve these tickets in a timely manner, ensuring you are offering valuable technical knowledge to our sellers whilst ensuring quality of service.,

• Resolve seller support tickets within SLA's and quality assurance expectations.


• Take ownership of technically challenging tickets, get to the bottom of the seller's challenge and work with internal stakeholders to find a suitable resolution for the seller.


• Offer Integration Support. Resolve integration issues that relate to connection, product creation, listing updates and order management-related issues.


• Support with bulk managed listings and products. Review and manipulate data from sellers, with the express purpose of updating sellers' products and listings via OnBuy's API.


• Ensure your technical knowledge is always current and sound technical support always offered.


• Communicate well. Always keep the seller informed of the status of their ticket, explain how to fix their issue in plain English. Most tickets are resolved via written communication, but when appropriate pick up the phone to fully support the seller.


• Minimise the reliance on support tickets were possible, pointing the seller instead to resources available to them so they can self-serve in future.


• Report any trend changes you establish in tickets from sellers, always feeding back any useful insight from your engagement with sellers.


• Escalate any bugs or issues found via the appropriate channels.


• Contribute towards knowledge base, FAQ, canned responses and other content to ensure sellers have the best possible resources to hand.
  
  Proven experience in technical support role, ideally B2B.


• Experience using a ticketing system to support customers.


• Hands on, professional experience with Microsoft Excel


• Excellent problem-solving skills and the ability to work in a fast-paced, collaborative environment.


• Customer-focused with a strong commitment to client satisfaction.
  
  The salary on offer for this role is £28,000 per annum.


In return for helping us to grow, we'll offer you company equity, meaning you own a piece of this business we are all working so hard to build.