Job Description
We are seeking an Implementation Support Executive to be the go-to expert for customers using our online tracked services portal.
In this hands-on, varied role, you’ll troubleshoot issues, manage change requests, and set up new services to ensure everything runs smoothly.
You’ll collaborate with customers, internal teams, and third-party OMS/WMS systems, deliver system demonstrations and training, and help customers optimise how they dispatch and manage their orders.
If you’re ready to take on a dynamic, customer-focused role and make an impact from day one, we’d love to hear from you.
Apply today and join our team of experts helping customers get the most out of our tracked services.
About the Role
Key Responsibilities
* Manage and resolve internal and external customer queries via the ticket system within SLAs
* Log and update support tickets accurately, ensuring correct categorisation
* Deliver webinar demonstrations and training on Web Despatch
* Manage and test change requests via Jira and the Cherwell ticket system
* Set up additional Web Despatch users and configure email notifications
* Support customers with issue resolution across API and manual dispatch services
* Escalate technical issues to 3rd line support where required
* Assist with OMS updates and new service implementations
* Provide occasional support to the field implementation team
Benefits
* Annual leave enhanced with long service.
* Company Pension
* Long service rewards: both financial and leave-based.
* Health cash plan.
* Life assurance scheme.
* Critical Illness cover
* Access to our prestige benefits and rewards portal.
* Career development opportunities.
* Access to a well-established Employee Assistance Programme provider.
* And other excellent benefits you'd expect from a market leader.
Requirements
Skills & Experience
* Strong communication skills with the ability to work with stakeholders at all levels
* Excellent organisation and problem-solving skills
* High attention to detail and ability to manage multiple priorities
* Relevant experience in a similar role
* Experience within the postal/parcel industry or fulfilment software platforms is desirable
* Understanding of OMS/WMS systems within e-commerce would be advantageous.