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
1. Manage assigned account update tasks to ensure a successful outcome for internal and external customers
2. Resolve queries related to assigned account update tasks, escalating to senior management as required
3. Action any account update tasks, according to the agreed team processes and procedures, and within the specified timescales
Operational organisation, planning and monitoring
4. Update timing plans according to SLAs and in conjunction with resourcing managers and other key stakeholders
5. Ensure all account update schedules are updated in the Operations Schedule and JIRA
6. Monitor and track the progress of assigned operational tasks against the planned time, ensuring timely communication in relevant Slack channels
7. Follow the team’s best practices for all operational tasks at all times
Risks and issue management
8. Analyse risks and issues, communicate avoidance and take mitigating actions
Change control and ad hoc requests
9. Highlight and help to resolve any deviations from the agreed scope of planned maintenance tasks
10. Highlight any ad hoc requests to prevent deviation from contractual scope
Process improvement and value-added services
11. Take ownership for your own knowledge enhancement related to Profitero products & services
12. Highlights potential opportunities for improvement and participates in improvement initiatives
Qualifications
Education & Experience
13. Experience in a technical support role or a related field
14. Experience of owning and delivering an initiative in an operations environment
15. Sound understanding of eCommerce, eBusiness tools, architecture, document management and database management
Skills & Abilities
16. Microsoft Project, Excel and Word at intermediate level
17. Excellent organisational skills, decision-making, problem-solving and negotiation skills
18. Ability to prioritise workload
19. Multicultural awareness
20. Excellent communication skills (including a good standard of written and spoken English)
Aptitudes
21. Self-motivated and goal-oriented
22. Excellent interpersonal skills
23. Ability to work in a matrix structure and inspire high team spirit
Behavioural
24. Dynamic and initiative-taking personality
25. Good adaptability and flexibility
26. Ability to work well within a team environment
Performance
27. 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:
28. High level of education in a mathematical or technical field
29. Experience of supporting SaaS solutions for customers
30. Experience working with global clients and international colleagues.
31. 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.