Main Responsibilities
* 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.
* Update support tickets to ensure they are logged under the correct category and subcategory, alerting sales and account management teams when tickets are changed.
* 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.
* Manage and test change requests, ensuring all are completed correctly with the customer, log the changes via Jira and update Cherwell ticket system.
* Work with customers on issue resolution when faults or issues occur at customer sites using API web despatch and manual creation across all services.
* Discuss alternative solutions for dealing with queries or other methods of despatching orders with customers.
* Update and manage OMS system updates and new services in line with Whistl requirements.
* Provide office support to the field-based implementation team on occasion.
If you have experience in implementation support, customer support, and administration, apply for this Technical Support Specialist role today!
Benefits
* Enhanced annual leave entitlement, starting at 31 days (including public holidays), increasing up to 36 days
* Access to our prestige benefits and rewards portal
* Long service rewards
* Health cash plan
* Life Assurance Scheme
* Career development opportunities
* Access to a well-established Employee Assistance Programme provider
And other excellent benefits you'd expect from a market leader.
Additional Information
This Technical Support Specialist role is home-based for 37.5 hours a week, Monday - Friday.