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Technical Support Specialist
2 months ago
We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Whistl, a leading delivery management company. As a Technical Support Specialist, you will play a critical role in providing exceptional customer service and technical support to our clients.
Key Responsibilities- Customer Support: Manage incoming queries from internal and external customers, resolving queries where able or liaising with 3rd line support when unable, ensuring all parties involved are updated and that the query is closed through the ticket system within SLAs.
- Ticket Management: Update support tickets to ensure they are logged under the correct category and subcategory, alerting sales and account management teams when tickets are changed.
- Web Despatch Management: Manage web despatch, perform webinar demonstrations and training in the use of web despatch to clients and internal teams, and set up additional users and email notifications via ticket requests, liaising with the account management team and customers on ensuring branding and wording are in line with requirements.
- Change Request Management: Manage and test change requests, ensuring all are completed correctly with the customer, log the changes via Jira and update Cherwell ticket system.
- Issue Resolution: Work with customers on issue resolution when faults or issues occur at customer sites using API web despatch and manual creation across all services.
- Alternative Solutions: Discuss alternative solutions for dealing with queries or other methods of despatching orders with customers.
- OMS System Updates: Update and manage OMS system updates and new services in line with Whistl requirements.
- Office Support: Provide office support to the field-based implementation team on occasion.
- Experience: A minimum of 2 years of relevant experience or an equivalent combination of education, training, and experience.
- Communication Skills: Effective verbal and written communication skills with the ability to communicate professionally with all levels of seniority.
- Problem-Solving Skills: Strong problem-solving skills with the ability to establish and maintain effective working relationships with co-workers, managers, and clients.
- Adaptability: Flexible and adaptable with the ability to carry out a range of different duties at the same time, able to prioritise and coordinate multiple work requirements to meet deadlines.
- Attention to Detail: High attention to detail with emphasis on accuracy and thoroughness.
We are a leading delivery management company providing efficient, high-quality and competitively priced services across business mail, parcels, fulfilment and doordrop media in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services, handling over 50% of bulk business mail in the UK.
We are a family of uniquely different people with strengths in the areas we work in, and we always have the opportunity to be curious to enhance ourselves. We are a disability confident employer and embrace Well Being, EDI and ESG to make ourselves and our environment the best it can be.
