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IRP Support & Training Specialist

Reporting to: Head of Services

Location: Catalyst, Titanic Quarter, Belfast

Note: Apply Below, IRP is currently seeking to fill this position

The Company

Established in 2005, IRP Commerce is one of the leading technology companies in Northern Ireland and one of the UK’s foremost ecommerce platform providers. The company has won the Deloitte Technology Fast 50 award eight times.

The company’s platform and approach has allowed mid-market businesses based in the UK and Ireland to transact more than £2 billion GBP to 170 countries and has powered the largest sites in a number of markets. Clients include retail, manufacturing and distribution businesses in both the B2C and B2B sectors.

The company has had a heavy R&D focus producing some of the most exciting software in the ecommerce industry. It has also commercial traction and is committed to expanding its commercial reach across the UK and Ireland.

The company’s commercial model involves supporting multiple specialist ecommerce agencies whilst also building strong relationships with direct customers and technical partners.

To help the company achieve their goals, the company is now seeking an experienced and highly-motivated IRP Support & Training Specialist.

This role represents an opportunity for a talented individual to play a key part in the development of one of Northern Ireland’s leading technology companies.

Key Responsibilities

From the start, this will be a hands-on role, learning IRP technology and working daily to analyse issues and marshal them through to full resolution.

The successful candidate will be expected to fulfil the following functions:

(a) Technical Support for IRP Agencies

  • Become a product expert.
  • Provide 3rd line support for the IRP system using FreshDesk, working closely with the Development Dept.
  • Assist Agencies with deploying IRP instances for merchants, as necessary.
  • Take full ownership of Merchant issues and see problems through to resolution in accordance with pre-defined SLAs.
  • Research, diagnose, troubleshoot and identify solutions to resolve Merchant issues.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Ensure support tickets are correctly linked and tracked against resulting development jobs.
  • Provide prompt, accurate and helpful responses on technical support queries.
  • Provide appropriate alternative solutions to Merchant issues when a technical issue arises that cannot be resolved quickly.
  • Maintain a strong focus on customer service, ensuring that all responses are easily understood by both technical and non-technical audiences.
  • Ensure proper recording and closure of all issues.

(b) IRP Training

  • Assist with online instructor-led training for all IRP end users as needed.
  • Help to improve the existing IRP World training system to increase its effectiveness in the IRP ecosystem.
  • Assist with devising technical online training programs according to organisational requirements.
  • Assist with the preparation of training materials (presentations, videos, worksheets, etc.).

(c) General

  • Help to improve the effectiveness and influence of the IRP World ecosystem.
  • Assist with communication mechanisms between IRP Commerce/IRP World, Merchants and Agencies.

Person Specification

Essential Experience & Skills:

The candidate must have:

  • A degree or similar in a relevant discipline 
  • Demonstrable experience of working in a technical application support role for a software company.
  • Proven ability to take ownership of issues and see them through to resolution.
  • Demonstrable and exceptional skills in the following areas:
    • Interpersonal relations.
    • Time keeping.
    • Problem solving and decision making.
    • Presentation and communication, both written and verbal.
    • Project and time management.
    • Training abilities.

The candidate must also be:

  • Highly motivated, energetic and enthusiastic.
  • Proactive and results driven.
  • A great team player.
  • Customer focused.

Desirable Skills:

The ideal candidate will have a strong knowledge and experience of:

  • FreshDesk or a similar application
  • Delivering training (online and/or in person)
  • HTML/CSS, JavaScript, SQL
  • Software platform technology (SaaS/PaaS)
  • Ecommerce

Compensation and Benefits

  • Competitive salary — negotiable, based on experience
  • Performance-related bonus
  • Matched pension contribution up to 3%
  • Generous holiday allocation
  • Private healthcare
  • Free car parking
  • Joining one of Nothern Ireland's leading tech companies
  • Fast career progression potenital 

How to Apply

If you feel that you have the potential to join our team and help create the future of commerce, we want to hear from you. Send your CV to:

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IRP Commerce Limited, Concourse 3, Catalyst, BT3 9DT, UK. Company Number: NI 041856. VAT Number: GB 888249658
A Deloitte Fast 50 Company eight times: 2010, 2011, 2012, 2013, 2014, 2018, 2019 & 2020