Customer Support Specialist

3 weeks ago


Windsor, Windsor and Maidenhead, United Kingdom Profitero Full time

Job Title: Customer Support Specialist

Job Summary:

We are seeking a highly skilled Customer Support Specialist to join our team at Profitero. As a key member of our operations team, you will be responsible for ensuring the smooth operation of our software and delivering exceptional customer experiences.

Key Responsibilities:

  • Manage assigned account update tasks to ensure successful outcomes 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 agreed team processes and procedures, and within specified timescales.
  • Update timing plans according to SLAs and in conjunction with resourcing managers and other key stakeholders.
  • Monitor and track the progress of assigned operational tasks against 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.

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).

What We Offer:

  • A dynamic and supportive team environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

Language: English



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