Customer Support Technician

About The Retail Data Partnership (TRDP)

The Retail Data Partnership (TRDP) exists 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. Established in 1997, TRDP has built up a customer base of more than 3000 customers. The main customer groups are independent convenience retailers, wholesalers, brand partners and other services providers such as payments.

Customer Support Technician

Job Title Customer Support Technician
Department Customer Support
Job Type Permanent
Location TRDP Offices, Essendine, Stamford
Reports None
Reporting To Customer Support Manager
Package Salary + Pension (3%), 4 x Salary Death in Service.
Hours 9am to 5pm, Monday to Friday (35 hour contractual working week), but the salary has been structured to take into account the need to occasionally work unsocial hours as required and therefore no additional remuneration will be paid outside of base salary
Holiday 25 days holiday + bank holidays – increases with long service.  Holiday year runs from 1st January to 31st December,
Probationary Period 3 Months
Notice Period One week during probationary period of 3 months, 1 month thereafter
Bonus Bonus Scheme – General Staff Bonus.  Bonuses are non-contractual, not guaranteed and can be removed at TRDPs’ sole discretion.  Bonus payments are non-consolidated for all other contractual and non-contractual benefits including (but not limited to) pension and life assurance

 

 

Summary of Role Provide excellent, consistent, and professional levels of service to our customers and all aspects of the business.
The Person
  • Well educated – strong qualifications
  • Demonstrable organisational skills including time management, prioritisation of tasks and self-motivation
  • Excellent IT literacy, fast, accurate keyboard skills
  • Confident and clear communicator (verbal, written, and listening skills)
  • Proven track record in customer service and support
  • Professional in manner, approach appearance and confidence
  • Motivated to learn and disseminate information
  • 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
  • Excellent attention to detail
  • Hard-working and committed, with a sense of humour
Key Accountabilities
  • Understanding the operation of our bespoke software systems, the hardware and software for 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 call logging issue quality (ensuring others can follow your work)
  • Liaise with customers professionally at all times
  • 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
IT Competency
  • Desirable:  MS Office Word, MS Office Excel, Linux Environment
  • Essential:  MS Windows, MS Outlook, Databases
Personal Behaviours (mandatory for all staff)
  • Put customers first
  • Listen to our customers
  • Work with purpose and integrity
  • Support our colleagues
  • Stand by our word
  • Provide solutions that add value
Contact
  • If you are interested in applying for this position please send your CV and covering letter by email or by post:
  • ann.ellis@retaildata.co.uk
  • Ann Ellis, The Retail Data Partnership, Unit 2a Wakely Works, Medowpark Ridge Industrial Estate, Essendine, PE9 4LT.
  • Alternatively, use the form provided below.
All applications will be considered but an interview will not be offered in every case

Rewarding Careers at TRDP

“TRDP is a good company to work for as everyone is friendly and helpful. I have progressed from Customer Support Assistant to Testing Manager with plenty of training and support.”
Craig Chambers – Testing Manager

Staff Working

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To apply for this job or discuss another opportunity, please use the form below or call us on 01780 480562

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