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Job: Application Support (SaaS), London, £25-32K

Job Title: Application Support (SaaS), London, £25-32K
Contract Type: Permanent
Location: London
Sector:
Salary: £25000 - £32000 per annum
Start Date: 2018-01-08
REF: AI%2FTSSL%2FI
Contact Name: Andy Imms
Job Published: 6 months ago

Job Description

Application Support (SaaS), London, £25-32K

SaaS, ERP, CRM, Application Support, 1st Line, 2nd Line, Implementation, Technical Support…

We are working with a global SaaS provider who is recruiting for a Technical Support Specialist to join their London based team. 

Technical Success Specialists are responsible for the support, training, best practice coaching, and implementation process for all customers. You will also communicate with sales and product teams to ensure flawless execution of the support and implementation process.

Responsibilities
  • Execute support, deployments (implementations) and best practice coaching for our enterprise customers
  • Execute daily customer support operations including responding to questions and following up on reported issues
  • Execute daily operations for assigned customers and implementations, including schedules, time tracking, case and phone routing, health check delivery, etc.
  • Track support level and customer satisfaction metrics; Ensure the support SLA’s are being achieved and exceeded; Identify opportunities to improve metrics and team efficiency based on results of reporting and analytics
  • Conduct quality & product usage checks to ensure customer & product satisfaction expectations are being satisfied for customers and that a high level of service is being delivered
  • Develop and maintain project plans, issues logs, status reports, and time/budget reports
  • Develop a solid understanding of the procurement and supply chain industry and regional issues that could impact customers within assigned territory
  • Continue to build skills as a customer success professional, and regularly share best practices with the rest of the CS team
  • Focus on delighting our customers.
Required Skills/Experience
  • 2+ years technical support or technical implementation experience with major ERP/CRM or other Software as a Service (SaaS) solutions.
  • BA or BS degree (business degree preferred)
  • Previously worked in medium to large enterprise support centres, in a premier support or dedicated support capacity working with medium to large enterprise customers.
  • Is digitally savvy and technically confident implementing, learning and using SaaS platforms.
  • Has excellent communication & presentation skills that can help turn the organisation’s Supplier Collaboration & Innovation vision into action.
  • Is an energetic problem solver who will proactively seek out and can prioritise the complex needs required to deliver and scale the customer's use and adoption of the platform
  • Can demonstrate a proven ability to achieve delivery excellence by organising and coordinating complex tasks and deliverables on time and within budget and scope.
  • Continuously seeking new ways to improve existing customer management processes to strengthen the Customer Success framework.
  • Ability to work in a fast-paced environment.
If you tick these boxes and are looking for a new opportunity within a global organisation then this could be a great opportunity for you.  Please apply within to be considered.

SaaS, ERP, CRM, Application Support, 1st Line, 2nd Line, Implementation, Technical Support…

Application Support (SaaS), London, £25-32K