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Customer Support Specialist

2 months ago

Windsor, Windsor and Maidenhead, United Kingdom Profitero Full time

Job Title: Customer Support Specialist

Job Summary:

The Customer Support Specialist will be responsible for ensuring account excellence for the duration of the contractual life cycle. This role will manage assigned account update tasks, resolve queries, and action account update tasks according to agreed team processes and procedures.

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
  • 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)

Working Environment:

The Customer Support Specialist will work in a matrix structure and will be required to inspire high team spirit. The role will involve working with various teams, including Project office team, Sales team, Account Management team, Insights team, Product team, Data Acquisition team, Data Enrichment team, and 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

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.