Our client, a global Social Media company, is searching for a Specialist - Business Operations, Internal Tools expert to join their business in the UK.
Position Title:
Specialist - Business Operations, Internal Tools
Position Type
FTE, 1 year (with potential extension subject to business needs)
Start Date:
ASAP
Location:
London, UK (Hybrid - currently 3 days per week in London office, increasing to 4 days)
Contact:
Stephen Price | +44(0)1518081052
Responsibilities
- Provide on-call support for CRM and Transaction related queries from external and internal users.
- Ability to work on user queries via multiple channels, i.e. chat, email.
- Own query resolution through collaboration with Business, Product and Engineering groups.
- Troubleshoot technical problems, identify root causes, and implement effective solutions to resolve common issues and bugs, manage escalation workflows with internal XFN teams.
- Drive overall customer satisfaction, ensuring service quality through case management journey, providing accurate and regular updates.
- Drive adherence to SLA's and achieve set performance metrics (resolution times).
- Document all support activities, including incident details, troubleshooting steps, and resolutions, in accordance with established procedures.
- Identify areas of continuous improvements via improved documentation and insights.
- Provide technical guidance and assistance to end users, helping them maximize their productivity and efficiency with the CRM platform.
- Engage and support new product launches, act as a voice of customers to address common issues and bugs.
- Act as a subject matter expert for the product area assigned
Requirements
- BA/BS degree or equivalent practical experience
- 2+ years of Technical Support or Operations, Contact Center/Service experience in Ad Tech preferred
- Proven experience in a similar role providing on-call support for CRM, Transaction, Ad platforms.
- Excellent problem-solving skills and the ability to troubleshoot complex technical issues under pressure.
- Metrics driven, ability to multitask, manage day to day independently to meet required SLA's
- Foundational knowledge and passion for social media, mobile apps, and digital and mobile marketing
- Strong communication, interpersonal, and presentation skills
- Willingness to work non-standard hours/different shifts (i.e. 7am-3pm; 2-10pm) depending on team needs
- Mandarin language is a plus
