Technical Support Specialist - FARFETCH

Location
PT Porto
Posted
16 Jun 2022
Closes
29 Jun 2022
Ref
02be88ac-5357-4ef2-a017-83bfd5e1c171
Function
Technology
Level
Manager
Hours
Full Time
FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.

TECHNOLOGY

We're on a mission to build the technology that powers the global platform for luxury fashion. We operate a modular end-to-end technology platform purpose-built to connect the luxury fashion ecosystem worldwide, addressing complex challenges and enjoying it. We're empowered to break traditions and revolutionise, with the freedom and autonomy to make a difference for our customers all over the world.

PORTO

Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. You can have an informal meeting in the treehouse or play the piano during your lunch break!

THE ROLE

Reporting to the Farfetch Platform Solutions Service Management area your goal will be to provide a first line of triage to the incidents reported by our partners in the applications we've built for them, using the tools made available to you and responding according to the processes in place. Helping our partners to solve their problems is the main goal of this role, closing tickets is just the process outcome. We need people who know how to act decisively, look for root causes and have a problem solving mindset - not follow scripts. You will achieve this by performing a good analysis of the incident, enriching the information provided and properly sharing it with all the relevant teams - or solving it yourself.

WHAT YOU'LL DO

    • Respond to requests for technical assistance and provide first response on the JIRA Service Desk platform
    • Check the JIRA board, do pre-investigation on the issues, classify it accordingly and assign it to a relevant team
    • Contact the person from that relevant team and stay in touch with the agent until the issue is resolved
    • Contact the partners and stay in touch with them until the issue is resolved
    • Perform support and maintenance activities


WHO YOU ARE

    • Customer-oriented, with good communication skills
    • Have a logical and organised approach to problem-solving, asking appropriate questions to facilitate the collection of information required
    • Willingness to learn new tools and skills
    • Team-player who is able to work autonomously
    • Have a fair understanding of web technologies and ecommerce is a plus


REWARDS & BENEFITS

    • Health insurance for the whole family, flexible working environment and well-being support and tools
    • Extra days off, sabbatical program and days for you to give back for the community
    • Training opportunities and free access to Udemy
    • Flexible benefits program
    • FARFETCH Equity plan


EQUAL OPPORTUNITIES STATEMENT

    • FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.


Helping our partners to solve their problems is the main goal of this role, closing tickets is just the process outcome. We need people who know how to act decisively, look for root causes and have a problem solving mindset - not follow scripts. You will achieve this by performing a good analysis of the incident, enriching the information provided and properly sharing it with all the relevant teams - or solving it yourself.${description2}

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