We are looking for a fearless and talented individual like you who can join our mission to be the best that the industry has to offer.
The focus of this Implementation Support Executive role is to provide technical support for existing customers accessing part and fully tracked services via the WCMS via ticket system and in line with service level agreements depending upon ticket type.
This role is varied and can consist of adding new services and fault identification and resolution.
As the Implementation Support Executive, you will be working with customers, third-party OMS systems, and internal colleagues.
Main ResponsibilitiesManage incoming queries from internal and external customers, resolving queries where able or ensuring the query is closed through the ticket system within SLAs.Update support tickets to ensure they are logged under the correct category and sub category alerting sales and account management teams when tickets are changed.Perform webinar demonstrations and training to clients and internal teams in the use of web despatch.Manage change requests, ensuring all are completed correctly with the customer, log the changes via Jira and update Cherwell ticket system.Test change requests to ensure they have been completed correctly.Manage the setup of additional users for web despatch.Manage and setup email notifications on web despatch via ticket requests liaising with the account management team and customers on ensuring branding and wording is in line with requirements.Work with customers on issue resolution when faults or issues occur at customer sites using API web despatch and manual creation across all services.Liaise with 3rd line support when unable to resolve technical queries with customers, ensuring all parties involved are updated.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 occasions.If you have experience in implementation support, customer support, and administration, apply for this Implementation Support Executive role today!
BenefitsEnhanced annual leave entitlement, starting at 31 days (including public holidays), increasing up to 36 daysAccess to our prestige benefits and rewards portalLong service rewardsHealth cash planLife Assurance SchemeCareer development opportunitiesAccess to a well-established Employee Assistance Programme providerAnd other excellent benefits you'd expect from a market leader.
Essential SkillsWe would anticipate a minimum of 2 years' relevant experience or equivalent combination of education, training, and experience.Effective verbal and written communication skillsAbility to communicate professionally with all levels of seniority.Ability to prioritise and coordinate multiple work requirements to meet deadlines.Ability to establish and maintain effective working relationships with co-workers, managers, and clients.Ability to 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.High attention to details with emphasis on accuracy and thoroughness.Strong problem-solving skillsDesirable SkillsExperience in fulfilment software platforms or similar software applications is desirable.Experience in the postal/parcel industry and relevant competitive marketplace is desirable.Would be an advantage having an understanding of order management systems and warehouse management systems relating to ecommerce solutions.About CompanyWhistl are a delivery management company providing efficient, high-quality and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both 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.
Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices.
Due to the nature of our business, this role may be subject to a basic DBS check.