Company Overview
RELEX Solutions provides a unified supply chain and retail planning platform that aligns and optimizes demand, merchandising, supply chain, operations, and production planning across the end-to-end value chain. We help retailers and consumer goods companies like ADUSA, AutoZone, Coles, Dollar Tree and Family Dollar, M&S Food, PetSmart, and The Home Depot drive profitable growth across all sales and distribution channels, leading to higher product availability, increased sales, and improved sustainability.
About The Role
We are now looking for a full-time Technical Support Specialist for the Space & Assortment department to join RELEX in the UK Stoke office. You will join a Support team of 10 people worldwide, who will help you succeed in your new role. Together the team will manage RELEX’s extraordinary growth within the Space & Assortment industry. You will help the team achieve this goal by supporting our global customers and ensuring we solve their time-sensitive issues in the most efficient way.
What you’ll be doing:
This role’s main focus is supporting our customers via the tickets they raise in our service desk – we have a very diverse range of issues that use lots of different technologies so our workdays will have many unique and interesting cases. A successful candidate will be accustomed to multi-tasking and working towards specific time-sensitive resolutions, learning how our applications work is very important and will be the focus of the candidate when they begin the role. Interacting with customers and other RELEX departments via online meetings, phone calls and emails is a daily occurrence so strong communication skills are necessary.
- Taking ownership of your assigned tickets to achieve progression towards resolution.
- Initial structured learning, buddy shadowing and then independent upskilling on new technologies and application features
- Working on automated alerts/monitoring for hosted customer environments
- Problem solving technical tickets which vary in priority and skill
- Documenting known issues and adding them to our vast knowledge base
What you’ll bring to the table:
- Fluent written and verbal English
- Minimum 2 years of Application or Internal IT Support experience or Application Support experience
- Experience of ticket administration via service desks – JIRA is preferred, ServiceNow, Fresh Desk, Sales Force considered (among others)
- SQL Query Writing for reporting, data manipulation and investigation
- Advanced Windows Server Operating System understanding – Domain Controllers, Active Directory, DNS, Server Manager etc.
- Understanding of ITIL best practices for customer support
- Basic understanding of networking principals
- Software troubleshooting and problem-solving skills
APPLY