Technical Support Specialist

2 weeks ago

Nottingham, Nottingham, United Kingdom Whistl Full time
Main Responsibilities
  • Manage incoming customer inquiries, resolving issues where possible or collaborating with senior support teams when necessary, ensuring all parties are informed and that the issue is closed within established service level agreements.
  • Update support tickets to ensure they are categorized and subcategorized correctly, notifying sales and account management teams of any changes.
  • Manage web dispatch, conduct product demonstrations, and provide training to clients and internal teams on web dispatch, as well as set up additional users and email notifications via ticket requests, working closely with the account management team and customers to ensure branding and wording align with requirements.
  • Manage and test change requests, ensuring all changes are completed accurately with the customer, logging the changes in Jira and updating the Cherwell ticket system.
  • Collaborate with customers to resolve issues when faults or problems occur at customer sites using API web dispatch and manual creation across all services.
  • Discuss alternative solutions for handling inquiries or other methods of dispatching orders with customers.
  • Update and manage the OMS system, incorporating new services in line with Whistl's requirements.
  • Provide occasional support to the field-based implementation team.

This Technical Support Specialist role involves working closely with customers to resolve issues and provide support, ensuring a high level of customer satisfaction.

Benefits
  • Enhanced annual leave entitlement, starting at 31 days (including public holidays), increasing up to 36 days
  • Access to our comprehensive benefits and rewards program
  • Long service rewards
  • Health cash plan
  • Life Assurance Scheme
  • Career development opportunities
  • Access to a well-established Employee Assistance Programme provider

Whistl offers a range of benefits to support the well-being and career development of its employees.

Additional Information

This Technical Support Specialist role is a home-based position, working 37.5 hours per week, Monday to Friday.

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