Customer Support Specialist

4 months ago

Windsor, United Kingdom Profitero Full time

Job Description

The Operations Support Specialist is responsible for the operational support tasks which underpin our software, and ensures our client accounts work in a manner which meets their objectives

You should have 1-2 years experience in a customer related role (This isn't a technical support role, someone who is customer operations or a data analyst, using excel daily).

This role is tasked with ensuring account excellence for the duration of the contractual life cycle, in relation to a prescribed sub-set of tasks

Responsibilities:

Operations management for recurring change requests

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

Operational organisation, planning and monitoring

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

Risks and issue management

Analyse risks and issues, communicate avoidance and take mitigating actions

Change control and ad hoc requests

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

Process improvement and value-added services

Take ownership for your own knowledge enhancement related to Profitero products & services Highlights potential opportunities for improvement and participates in improvement initiatives

Qualifications

Education & Experience

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

Skills & Abilities

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

Behavioural

Dynamic and initiative-taking personality Good adaptability and flexibility Ability to work well within a team environment

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

In addition, the following will be an advantage:

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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