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
- 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.
Essential Skills
- We would anticipate a minimum of 2 years of relevant experience or an equivalent combination of education, training, and experience
- Effective verbal and written communication skills with the ability to communicate professionally with all levels of seniority
- Ability to establish and maintain effective working relationships with co-workers, managers, and clients and effectively question or challenge things if they don't appear to be correct or are not understood
- Flexible and adaptable with the ability to carry out a range of different duties at the same time, able to prioritise and coordinate multiple work requirements to meet deadlines
- High attention to detail with emphasis on accuracy and thoroughness
- Strong problem-solving skills
Desirable Skills
- Experience in fulfilment software platforms or similar software applications
- Experience in the postal/parcel industry and relevant competitive marketplace
- An understanding of order management systems and warehouse management systems relating to e-commerce solutions would be an advantage
Why Whistl?
We are the UK's leading delivery management company providing efficient, high-quality and competitively priced services across business mail, parcels, fulfilment and doordrop media in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services, handling over 50% of bulk business mail in the UK.
We are in the top 100 privately owned companies with 23 locations across the UK. Our success is down to our people and the values we all follow to deliver excellence to our customers.
We think as part of a team, act with a can-do attitude and do the right thing. Following these simple values has resulted in our people delivering and exceeding our business and personal development goals.
We are a family of uniquely different people with strengths in the areas we work in, and we always have the opportunity to be curious to enhance ourselves.
We are a disability confident employer and embrace Well Being, EDI and ESG to make ourselves and our environment the best it can be.
Due to the nature of our business, this role may be subject to a DBS check.