Support Specialist - Tier 1

Support Specialist - Tier 1 Our Story In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE. Interested in joining our smart, fun, and talented team? Position Overview The Support Team is the first line of support for our customers when they have a system issue and is a vital role in Fourth’s ability to always provide exceptional Customer Service. Based in Macclesfield, this role provides a great career development opportunity for someone who would like to develop to become a technical Specialist or to move internally within other Fourth departments once you have joined us. Primary Responsibilities To provide software support for UK/US Customers To have a great knowledge of our products; to be able to distinguish between user or system related issues To handle or re-assign queries as appropriate To regularly update the customer on their case To achieve Service Level Agreements at all times Primary responder to incoming calls, creating an excellent first impression by being helpful and providing a speedy resolution To be customer services focused To build strong working relationships Preferred Experience and/or Qualifications Zendesk experience Microsoft Office Experience Strong verbal and written communication skills ITIL Background preferred Benefits 🏖 Holidays. We all need to rest so you get 25 basic holidays with the option to grow up to 30 with service + your birthday off + bank holidays! ⌚️ ️Flexible working! Use our flexible working hours and hybrid working environments to manage it. 🧘‍♀️ Wellness activities and a lot of pampering included. On top of that, you can add gym subscription discounts. 💻 Laptop and equipment. 🏥 Healthcare expense claim tools! 📔 Like in life, at work we also want you to grow with certifications. 🎉 Annual meet ups! 👥 Enhanced parenting scheme! 🚲 Cycle to work scheme and season ticket loan provided. 🏦 Pension and life insurance? Several, for you to choose what looks convenient. 💷 On demand pay tools for you to be able to access salary even before the end of the month! All personal data provided by you in your application will be processed by Fourth LTD solely for our recruitment purposes. More information on Fourth LTD's privacy policy for job candidates is available here and by applying you confirm that you have read it. Fourth is an Equal Opportunity Employer All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, colour, age, national origin, military status, religion, or disability or any other legally protected status. Locations Macclesfield Remote status Hybrid Employment type Full-time Macclesfield