Support Manager – 1 year contract, Leading provider of websites and eCommerce
We are recruiting on behalf of our client for a Support Manager. The company are a leading provider of websites, ecommerce and data solutions for trade publishers, university presses, journals and educational publishers. The role will involve managing customer support enquiries through Jira and Zendesk in a fast paced environment.
Duties of the role include:
- Managing tickets – including urgent issues in line with the company’s agreed response and resolution time
- Ensuring adherence to company KPI’s
- Maintaining high levels of customer satisfaction and engagement through Jira and when necessary via Zoom
- Managing and testing updates for platforms such as Shopify, WordPress and plugins
- Maintaining and updating reports vis Google spreadsheets and excel
- Delivering training on products and services to customers, identifying and promoting opportunities for upselling
- Building and maintaining relationships with customers
- Delivering monthly support revenue targets vis Jira
Skills required:
- Experience using Google spreadsheets and Excel
- Great attention to detail and strong time management skills
- Customer support experience
- Ability to work independently and manage multiple priorities
Mare Nostrum Group provides an inclusive and nurturing work environment in which we encourage all our employees to learn and focus on their own personal development. There are opportunities for growth and career development within the company.
To enable an equitable experience for all and give you the best chance of success, if you have any specific requirements for any stage of the interview process, please let us know by emailing: recruitment@mare-nostrum.co.uk