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B2B SaaS eCommerce/eProcurement solution vendor specializing in the UK Office products and IT reseller markets seeks remote manning of existing chat / support ticketing system.
1. Initially gain a detailed understanding of the workings of our ecommerce and eprocurement solutions through practical hands on investigation and Q&A with our technical team.
2. Provide one person to answer online chat facility, English language, understand problem, suggest solutions based on canned responses to existing on line help. Expand canned responses and online help to ensure it is as comprehensive as possible.
3. Monitoring of existing online support ticketing system, when a ticket comes from a customer, reproduce the problem liaising with customer. Assign to development if a fix is required.
English language, UK working hours 8am-6pm, week days only (Monday-Friday)
Application written in ColdFusion, so any ColdFusion experience would be helpful, but not a necessary requirement.
Ideally we would require a company that could provide multiple staff, to overlap holiday's and sickness