Implementation and Support Specialist - Swindon

Up to £27,000 per annum - Customer Service
Ref: 599 Date Posted: Monday 24 Jan 2022
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Job Title Implementation and Support Specialist
Salary Up to £27,000
Location Working from home
Term Parmanent

 

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