Customer Suppport Specialist

2 weeks ago

Windsor Berkshire, United Kingdom iRecruit Partners Ltd Full time

Job Description

My client based in Windsor is seeking an E-Commerce Operations Support Specialist in Windsor - This is a hybrid working role. Office based 3 days per week.

Overview

The Operations Support Specialist is responsible for the operational support tasks which underpin the software, and ensures their client accounts work in a manner which meets their objectives This role is tasked with ensuring account excellence for the duration of the contractual life cycle.

Responsibilities:

Operations management for recurring change requests

  • Manage account update tasks to ensure a successful outcome for internal and external customers
  • Ensure all required resources are booked for regular scheduled updates for client accounts
  • Liaise with leads from the Data Enrichment team to resolve queries related to update tasks
  • Action any account update tasks, according to the agreed team processes and procedures, and within the specified timescales

Operational organisation, planning and monitoring

  • Produce timing plans in conjunction with resourcing managers and other key stakeholders
  • Ensure all account update schedules are updated in the Operations Schedule and JIRA
  • Monitor and track the progress of assigned operational tasks against the planned time, ensuring timely communication in relevant Slack channels
  • Follow the team’s best practices for all operational tasks at all times

Risks and issue management

  • Analyse risks and issues, communicate avoidance and take mitigating actions

Change control and ad hoc requests

  • Highlight and help to resolve any deviations from the agreed scope of planned maintenance tasks
  • Highlight any ad hoc requests to prevent deviation from contractual scope

Process improvement and value-added services

  • Take ownership for your own knowledge enhancement related to products & services
  • Highlights potential opportunities for improvement and participates in improvement initiatives

Qualified candidates will possess:

Education & Experience

  • Experience in a technical support role or a related field
  • Experience of owning and delivering an initiative in an operations environment
  • Sound understanding of eCommerce, document management , eBusiness tools and database management

Skills & Abilities

  • Microsoft Project, Excel and Word at intermediate level
  • Excellent organisational skills, decision-making, problem-solving and negotiation skills
  • Ability to prioritise and delegate
  • Multicultural awareness
  • Excellent communication skills (including a good standard of written and spoken English)

Aptitudes

  • Self-motivated and goal-oriented
  • Excellent interpersonal skills
  • Ability to work in a matrix structure and inspire high team spirit

Behavioural

  • Dynamic and initiative-taking personality
  • Good adaptability and flexibility
  • Ability to work well within a team environment

Performance

  • Adherence to agreed team procedures and delivery of maintenance tasks on time, to the agreed specification, timings and budget

Contacts

  • Project office team, Sales team, Account Management team, Insights team, Product team, Data Acquisition team, Data Enrichment team, QA team

In addition, the following will be an advantage:

  • Degree in computer or management studies
  • Experience of supporting SaaS solutions for customers
  • Experience working with global clients and international colleagues.
  • Second European Language

The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.

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