Customer Support Specialist

2 months ago

Windsor, Windsor and Maidenhead, United Kingdom Profitero Full time

Job Summary

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

Key Responsibilities

  • Manage assigned account update tasks to ensure a successful outcome for internal and external customers.
  • Resolve queries related to assigned account update tasks, escalating to senior management as required.
  • Action any account update tasks, according to the agreed team processes and procedures, and within the specified timescales.
  • Update timing plans according to SLAs and 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.
  • Analyse risks and issues, communicate avoidance and take mitigating actions.
  • 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.
  • Take ownership for your own knowledge enhancement related to Profitero products & services.
  • Highlights potential opportunities for improvement and participates in improvement initiatives.

Requirements

  • 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, eBusiness tools, architecture, document management and database management.
  • Microsoft Project, Excel and Word at intermediate level.
  • Excellent organisational skills, decision-making, problem-solving and negotiation skills.
  • Ability to prioritise workload.
  • 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.

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.

Advantages

  • High level of education in a mathematical or technical field.
  • Experience of supporting SaaS solutions for customers.
  • Experience working with global clients and international colleagues.
  • Second European Language.

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