We are looking for a talented Support and Implementation Specialist to join our support team. We provide innovative compliance software for leading companies in the UK and around the world. The company was established in 2004 and is a profitable, fast growing company, soon to be owned by private equity investor Inflexion.
The Support and Implementation Specialist will work with our latest software technology, Omnitrack. You will support our Team Lead, guiding clients through their onboarding and implementation process. You will then continue with the customer through their journey, working to solve their problems.
Clear communication, empathy, tenacity, and technical smarts are keys to success. You should be able to explain complex and sometimes technical ideas in simple terms and translate the customer experience into feedback and product specifications.
This is an excellent opportunity for a person who is motivated by solving real problems for real people. Since this role is multidisciplinary and collaborative by nature, it is also a great stepping stone as a path to other roles in the team. You will be consistently engaged by diverse and interesting challenges. A familiarity with project management, Excel, or SQL is a plus, but you can succeed in the role without formal training in these areas.
Roles and responsibilities
As part of your role, you will:
Understand how the client will utilise Omnitrack and create a working Omnitrack solution
Regularly communicate with clients (online meetings and emails) to gain a deep understanding of how they use Omnitrack and use that understanding to improve the product
Understand and analyse requests and issues to ensure that we are addressing them accurately and comprehensively
Address and solve identified client issues directly
Use creativity to temporarily alleviate the impact of issues if a solution is not immediately possible
Be interested in learning how to investigate product bugs and understand databases (JSON/SQL) to find underlying root causes
Describe the results of your investigations in a ticket for the Development Team
Work collaboratively with other members of the Support Team to manage open client tickets effectively
Manage client expectations and provide an estimated timeline to resolution
Facilitate inter-department work and communication on more complex Omnitrack projects
Location and hours:
This is an office-based or hybrid role working from our Jerusalem office. The working week for this position is Monday to Friday. (UK or Israel)
Salary range:
The salary range for this position is 10,000 16,000 NIS per month (Israel) or 30,000 40,000 GBP per year (UK), depending on skills and experience.
Requirements: Customer empathy understand what the customer really means
Excellent written and verbal communication
Equally excellent listening skills
Imaginative problem solving
Attention to detail and quality ownership of your work
Ability to handle multiple projects and manage varying timelines
Ability to collaborate with colleagues from diverse backgrounds and skill sets
A big plus for demonstrated familiarity with SQL, advanced Excel skills or JavaScript
3+ years of relevant work experience.
This position is open to all candidates.
