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Saas Operations Support

3 months ago

Maidenhead, Windsor and Maidenhead, United Kingdom Hi-Calibre International Full time

Based:
UK - Berkshire (Maidenhead) working a mix of office and remotely (3 days a week in the office)

Salary:
£28K-30K basic plus 6K annual bonus

URGENT - INTERVIEWING NOW


An excellent career challenge for someone with 1+ year's experience of working in Operations Support for software or SaaS to join the team in the UK, covering EMEA.

You will be responsible for the operational support tasks, like change requests and setting automated programmes up for key customers to ensure their customer's software works in a manner which meets their objectives and KPIs.

Ideally, you will have experience in a customer support role for software or SaaS, eCommerce tools. This would be great and also have some experience of owning and delivering initiatives in an operations environment.

Working in a fast-paced company, you will need the ability to learn quickly and have good customer empathy skills, have self-motivation and the determination it takes to succeed in a rapidly evolving e-commerce market.


Key responsibilities involve:

  • Undertake training on the software and tools and then manage the support tasks associated with ensuring account support excellence.
  • Manage scheduling of change requests to support scheduled tasks.
  • Highlight and help to resolve queries & issues related to support tasks.
  • Liaising with leads from other departments to ensure change & support queries are resolved.
  • Assist with maintenance status tracking and reporting.
  • Action the change requests via the system tools which you will be trained on.
  • Produce timing plans in conjunction with managers and other key stakeholders on the software
  • Validate accuracy of customer accounts and ensure existing quality checks are followed.
  • Recommend and help introduce process improvements.
  • Use your Excel to produce or integrate reports etc.

Qualifications and Skills:

  • 1+ years of experience in a software support or SaaS technical support role.
  • Selfmotivated, accountable and committed with welldeveloped decisionmaking skills.
  • Strong customer orientation, ability to manage complex and conflicting requirements.
  • Strong communication and interpersonal skills.
  • Excellent organisation, problemsolving and prioritisation skills, inquisitive to fix problems
  • Strong organisational and prioritisation skills.
  • Experience supporting and implementing technology solutions is a strong plus.
  • High degree of proficiency in Excel, V Look Ups etc.
  • Prior experience at a technology / software company a plus.
  • European / Asian language skills desirable for EMEA based roles


A great career opportunity to join this fast-growth Global innovative organisation and help to make a difference to the customers and team and be rewarded with a bonus and more training and development.