Customer Support Operations Specialist

5 hours ago


Windsor, Windsor and Maidenhead, United Kingdom Profitero Full time

Job Title: Customer Support Operations Specialist

Job Summary:

The Customer Support Operations Specialist is a key member of our team, responsible for ensuring the operational support tasks that underpin our software meet the objectives of our client accounts. This role requires a strong understanding of eCommerce, eBusiness tools, architecture, document management, and database management.

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).
  • Self-motivated and goal-oriented.
  • Excellent interpersonal skills.
  • Ability to work in a matrix structure and inspire high team spirit.
  • Dynamic and initiative-taking personality.
  • Good adaptability and flexibility.
  • Ability to work well within a team environment.

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.

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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