Application Support

Department: Support

Employment Type: Permanent

Location: North East England

We’re here to rid the world of bad shopping experiences.

It’s a bold aim, and one that needs both a dynamic team and a very different way of working.

That’s why we want people who can weave their unique skills, experience and character into a global team that learns, shares, grows and succeeds together.

Our people are all stewards of the business, helping us to win through care, commitment and conviction – and in return we open up a whole new world of freedom around where, when and how you work.

It’s an exciting time to be part of Amplience. We have new leadership, new goals and new opportunities. So let’s find out where you fit in…

And if you’re still wondering what we actually do…

We help more than 400 of the world’s biggest brands – from Liberty and Mulberry to Argos & Crate & Barrel – create persuasive content for every digital experience, in every shopping context.

We have two Support hubs (Teesside, UK and Raleigh, NC) offering 24/7/365 technical support. Reporting to the Service Desk Team Leader, you will be responsible for providing technical support to users of our products and services. Within this role, you will also be responsible for the provisioning of these services.

If you are passionate about technology and have experience providing technical support, we encourage you to apply for this exciting opportunity. You will have the chance to work with a dynamic team, learn new skills, and make a positive impact on our clients' businesses.

Key Responsibilities

The Service Desk engineer role involves shift rotation from Monday to Friday (times vary) and participation in an on-call rota to ensure 24/7 coverage for our client base
Provide technical support to customers, partners, prospects and internal users of our products and services.
Impact analysis of tickets including categorisation
Apply Incident Management & Resolution practices (Including Major and Serious Incident Processes)
Escalate issues to appropriate teams
Work towards agreed SLA’s to ensure resolution is provided to customers
Apply world-class Customer Service with all interactions
Contribute to weekly team meetings and feedback sessions
Collaborate with other teams

Skills Knowledge and Expertise

Essential

ITIL4 qualification (or equivalent) and can demonstrate an understanding of Incident Management
2+ years’ experience working in a Service Desk environment
ITSM tooling (FreshService or similar)
Experience writing technical Knowledge Articles

Desirable

Understanding of modern website types and commerce solutions
Experience of Github, Bitbucket, REST API (postman, insomnia)

Benefits

Competitive salary
Your Birthday Off!
Company-wide Recharge Days
Flexi Friday
Discretionary bonus scheme
Company pension scheme
Enhanced maternity & paternity policies
Extra holidays once you've been with us for a while
The option to purchase additional holidays
Charity / volunteer days
Life assurance policy
Ride to work scheme
Season ticket advance loans

Apply Now

About Amplience

Amplience is an API-first, headless CMS and DAM in one: a unified platform for commerce content that does everything you need it to. Organize, find and enrich all your assets from a central library. Optimize and automate your product media, images and videos.

Plan, schedule, produce and deliver customer experiences. Do it all from the same platform.

And do more of it. Better, and faster, than ever.

Our Hiring Process