Ecommerce Technical Support Lead

An opportunity has arisen in our Ecommerce team and we are looking for a Ecommerce Technical Support Lead to join us at Harrogate bakery where our Bettys eCommerce team is based. As a Ecommerce Technical Support Lead you will be responsible for leading triage on technical issues and supporting with testing, reporting and resolving BAU technical issues and support Customer Support team with customer queries relating to technical issues. You’ll also support with any training and set-up of new team members.

This is a Full-Time role working 37.5 hours over 5 days. This role typically works 9am-5pm in the office. If you would like to discuss flexible working patterns please provide more details in your application.

About you - You bring hands-on experience working with IT systems, with Magento and Zendesk experience being desirable, but a strong track record of maintaining customer support systems and/or ecommerce platforms is essential. You’ve worked in a fast-paced customer service or retail environment and delivered high-quality support.

A confident communicator, you handle customer related queries with clarity and professionalism, while using your problem-solving skills to make sound decisions day to day. You stay calm under pressure, remaining organised and productive during busy periods. You’re also highly trustworthy, managing customer orders and financial information with care and confidentiality.

What we offer you

As a minimum, all our employees receive free meals, drinks and snacks while at work, a discretionary quarterly profit-share bonus, holiday allowance with the option to buy and (in some cases) sell additional days, company-wide employee discounts, access to our health cash plan, wellbeing support, company funded counselling, and enrolment in the company pension.

We also offer a range of development opportunities no matter your role and ambitions. We encourage everyone to explore what makes them the best version of themselves, and we do this through external training programmes, apprenticeships and internal 1:1 coaching schemes.

Do you have experience in Zendesk?

Pulled from the full job description

• Employee discount
• Company pension

We are Bettys & Taylors Group. Our family business is home to three iconic Yorkshire brands - Yorkshire Tea, Bettys and Taylors of Harrogate. Together we share a passion for quality, service and doing things properly. We are driven by our purpose and our values, and we believe our people are what set us apart. We welcome applications from all cultures, backgrounds, and experiences and we are committed to offering an inclusive culture where everyone can thrive.