HELPDESK TECHNICIAN

Shortcuts is a global leader in innovative software solutions for the hair and beauty industry, setting the standard in smarter business technology! Our solutions are tailored to suit the needs of our clients from large franchised chains to single site businesses.
Constantly updating our product to meet the changing needs of the market, our software is supported by the largest research and development team in the industry. The Shortcuts team is dynamic, diverse and committed to creating cutting-edge software solutions to help make a real difference to the businesses of our clients. Working with more than 14,000 clients in 45 countries around the world we are looking for a full-time customer service superstar to join our support team here in the Manchester office.

THE POSITION:

Join a fun-loving and friendly team environment! Do you consider yourself tech-savvy? Shortcuts Software is looking for the next Help Desk Consultant super star to join our growing team. The Help Desk provides support on a rotational basis (8am – 6pm) to Shortcuts Software clients 7 days a week.
We require a hard-working individual who will be able to fit into the technical support team as well as being organised and disciplined enough to work on their own initiative and manage their workload with minimal supervision. We believe we’ve the best team in the industry so join us now to discover why our techs love working with us.

JOB QUALIFICATIONS:

• Sound understanding of the IT industry and the latest technologies
• Relevant study or qualification in an IT related subject
• A good knowledge of desktop based troubleshooting methods
• A high degree of computer literacy and technical competency
• Excellent communication skills, both written and verbal, with the ability to create rapport with Clients whilst delivering a high level of customer service
• Customer Service experience.

Reporting to the Helpdesk Manager, the core responsibilities of the position are:

• Answer all incoming calls to the Help Desk in a professional, confident and timely manner
• Understand and record the significant aspects of a Client’s issue in the call logging system
• Escalate Client enquiries appropriately to second or third level support.
• Provide high quality, consistent and reliable support on all aspects of the Shortcuts’ product suite.
• Meet Key Performance Indicators (KPI’s) for call answer, average talk time and incident closure rate
• Be a self-starter, suggesting improvements to our support processes and software where you think beneficial.