We are looking for a fearless and talented individual like you to join our mission to be the best that the industry has to offer.
This opportunity offers remote working and varied responsibilities, including adding new services and fault identification and resolution.
The focus of this Technical Support Specialist role is to provide technical support for customers accessing part and fully tracked services via the WCMS using the ticket system and in line with service level agreements.
As the Technical Support Specialist, you will be working with customers, third-party OMS systems, and internal colleagues.
Main Responsibilities
1. 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.
2. Update support tickets to ensure they are logged under the correct category and subcategory, alerting sales and account management teams when tickets are changed.
3. 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.
4. Manage and test change req...