Halfords

This is a remote role, but the successful candidate must be based in North Carolina or South Carolina, USA. 

About us 

At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment. 

Halfords is quickly becoming a digital services business. In addition to being a leading UK retailer, Halfords has now developed a market leading field service management platform that enables businesses to deliver their complex services to customers through an end-to-end digital solution. The platform is deployed throughout Halfords stores, garages and their mobile business.  The platform has now been taken to market to enable other businesses in our sector and other industries globally to deliver market leading service delivery and an unrivalled customer experience. This SaaS division is called Avayler (Avayler.com).   

Avayler is marketed in the UK, Europe and the US. We have a highly experienced technology team that have developed our platform, and have sales, product, and marketing functions already in place, led by seasoned industry veterans. Now with the launch of the platform and the launch of our clients, ATD (American Tires Distributors) in North America and ATU in EMEA, we are looking for an experienced Principal Platform Engineer in our business. 

If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far. 

The role 

As an Application Support Specialist, you are passionate about delivering exceptional client service and ensuring a seamless experience with cutting-edge SaaS products. You thrive on digging into technical issues, providing clear solutions, and acting as the vital link between clients and our development team. 

You'll be a proactive problem-solver with a client-centric mindset, eager to understand complex issues, triage tickets efficiently, and meticulously document resolutions. Your collaborative approach will be key as you work cross-functionally to refine workflows and contribute to product enhancements. 

This is a unique opportunity to join a rapidly expanding technology company, backed by the robust financial security of Halfords Group PLC. You'll have the chance to shape the support function from its early stages, make a tangible impact on client success, and benefit from significant personal and professional development opportunities within a high-growth environment. 

Key responsibilities 

• Be the primary contact for client questions and technical issues, offering prompt and friendly assistance.  

• Investigate and resolve software issues, from bugs to configuration problems, working with developers when needed.  

• Help clients understand features and usage scenarios, providing clear explanations for a smooth experience.  

• Share client feedback and insights with the development team to improve the software.  

• Keep detailed records of client interactions and resolutions to help future support efforts.  

• Focus on making sure clients are happy and successful using our software, providing personalised support.  

• Use your expertise to create more efficient ways to interact with clients and improve overall support operations. 

About you  

• Previous experience in an Application Support role with a focus on managing and triaging support tickets.  

• Demonstrable experience supporting SaaS products and a solid understanding of cloud-based applications (e.g., AWS environment).  

• Proficiency with ticket management platforms (e.g., HubSpot, Jira, ServiceNow).  

• Ability to understand complex systems, analyse logs, deconstruct issues, and recreate problems for resolution.  

• Excellent communication skills (written and verbal) to effectively assist clients, explain technical concepts, and document issues clearly.  

• A creative and analytical approach to troubleshooting and finding innovative solutions.  

• Client-centric mindset with a passion for delivering exceptional customer satisfaction.  

• Proactive team player with a drive for continuous learning and professional growth. 

Reward & benefits  

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave. 

• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations. 

• You will have access to a wealth of employee discounts across the Halfords suite of products and services.  

• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords. 

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.