Implementation Support Executive

We are looking for an Implementation Support Executive to provide expert support to customers using our part and fully tracked services through WCMS. This is a varied role where you will troubleshoot issues, manage change requests, and support the setup of new services in line with service level agreements.

You will work closely with customers, internal teams, and third-party OMS/WMS systems, ensuring services run smoothly and efficiently.

The role also involves delivering system demonstrations, training sessions, and helping customers find the best ways to dispatch and manage orders.

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 with in the postal/parcel industry or fulfilment software platforms is desirable
Understanding of OMS/WMS systems within e-commerce would be advantageous