| Job Title |
Implementation and Support Specialist |
| Salary |
Up to £27,000 |
| Location |
Working from home |
| Term |
Permanent |
Summary
In this wide-ranging role, you will be responsible for providing first-line support, customer onboarding and tailored training. Your detailed knowledge of the system, coupled with a comprehensive understanding of customer needs, will ensure that you provide a tailored and first-class service.
The ideal candidate will be passionate about showcasing their technical product knowledge in a customer-centric environment.
Main Responsibilities
- Provide first-class customer service tailored to each customer’s need.
- Plan, manage and educate customers as they adopt and Implement the new system
- Transfer customer learning and development experience into practical product external help material.
- Ensure the Implementation and Support manager is kept aware of key deliverables and implementation milestones.
- Maintain full product knowledge of services and features available to customers.
- Guide customers on best practices of expense management and HMRC regulations.
- Work as part of a busy operational team to deliver first-class customer service to all company stakeholders.
- Be a custodian of ExpenseIn’s system and customers, supporting existing customers through various channels including but not exclusive to; live chat, email and telephone.
- Maintain and produce operational documentation to a high standard
- Work with our Development Team to help identify and resolve customer queries and issues in line with business OLAs and SLA’s.
- Work with our Product Manager to ensure customer feedback is reviewed regularly and that opportunities for change are identified and communicated.
- Perform user acceptance testing on new and enhanced features on both the mobile app and web portal.
Essential Requirements
- Minimum of 2 years of Application Support or Project management experience.
- Sound technical knowledge.
- Experience in using data mining tools.
- Strong analytical and problem-solving skills.
- Excellent communication and customer skills.
Desirable Requirements
- Experience of working within a high-pressured operational environment.
- Proficiency in all Microsoft Office applications and SQL database management systems.
- Experience of providing customer training on-site or online.
- Experience and knowledge of how to link business systems to improve business processes.
Benefits
- Competitive salary
- 25 days holiday
- Private health insurance
- Home-based role