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