Customer Technical Support Specialist

Elemica; Portsmouth; Hybrid; GBP 25,000 - 45,000; Full time

Job description

Please note – this position will be split into 3 shifts: 7:00a – 3:00p, 3:00p – 11:00p, 11:00p – 7:00a with rotation every 1-2 weeks. Hybrid role requiring 3xs per week onsite in Milton, England.

Interested in a career that bridges the gap between Supply Chain and Technology?

Elemica, an award-winning, digital supply chain company in the SaaS community, is seeking an experienced Technical Customer Support Specialist. This is an opportunity to join a growing company of talented and committed individuals, unified in the common goal of exceeding our client’s expectations.

Our Values

At Elemica, We Believe That Embodying Our Values Is Essential For All Team Members. These Qualities Show Up In Our Interactions With Each Other, Our Clients, And Our Collective Community

• Curiosity – we delight in the discovery of new challenges and feel compelled to solve them
• Integrity – We are relatable and trustworthy; steadfast in our commitment to our colleagues, clients, and partners
• Accountability – We show up and deliver measurable, meaningful business value. Consistently.
• Passion – We have a shared enthusiasm for transforming our clients’ supply chain

What’s In It For You?

• Competitive Compensation Packages including Bonus Program/Commission Plan
• Hybrid Work Locations & Flexible Work Schedule
• Attractive Health Insurance & Pension Plan Offerings
• Global EAP Program
• Company Discounts
• Generous Employee Referral Program
• Bike Leasing/By-a-Bike/Cycle-to-Work Offerings
• Benefits-in-kind/Wellness Stipends
• Rewards & Recognition incl. Years of Service Awards
• Quarterly Employee Engagement Events
• Fun Work Environment

Responsibilities & Objectives

Reporting to the Team Lead, the Technical Customer Support Specialist will deliver excellent Tier 1 diagnostics, expert product knowledge, and prioritize/route issues accordingly.

What You’ll Do

Our help desk team answers and resolves B2B queries and issues related to our live platform. Tickets and requests are received via email, phone, and web:

• Provide Tier 1 support to clients with a consistently high level of professionalism
• Take ownership and accountability of support queries and ensure accurate documentation and timely follow up
• Analyze reported issues and log tickets
• Attend support handovers for live client projects
• Closely collaborate with internal teams to discuss and prioritize tasks
• Provide feedback to the Team Lead
• General administration tasks across the team including the CRM

What You’ll Need

• Proven experience in technical client support, help desk, and/or ticketing systems (Zendesk & Jira preferred)
• Excellent problem-solving skills with ability to get to the root cause of internal and external problems; ability to recommend resolutions
• Must demonstrate a strong client focus and ability to anticipate needs
• Outstanding telephone manner and excellent written communication
• Ability to translate technical jargon into client friendly language
• Understanding of the supply chain industry (preferred)
• Communication of complex ideas in simple terms
• Maintain confidentiality and demonstrate sound judgement of sensitive information
• Proven accountability and excellent interpersonal skills; the confidence to be an honest advocate who is willing to speak up when needed
• Must respond to client requests with empathy, compassion, strategic advisement, and rapidity
• Desire to work with a collaborative global team with teams in the USA, Germany, UK, Netherlands, and India

Who We Are

Elemica offers a state–of–the–art supply chain execution platform and ecosystem network in client, supplier, and logistics orchestration, promoting new efficiency and profitability for leaner and more fully optimized supply chains. Elemica’s global clients achieve significant value from reduced cost of operations, faster process execution with fewer resources, removal of transactional barriers, and seamless information flow between systems, internal teams, and business partners. Our Go-to-Market team focuses on solutions for executive change agents including Procurement, Commercial, Logistics, CoE, and Digital leaders, CIOs and Supply Chain Officers.

It is the responsibility of all Elemica employees to ensure the security, availability, processing integrity, confidentiality, and privacy of Elemica systems and data and the data of our customers. Using best practices in these areas, all Elemica employees will observe a ‘security first’ approach to their daily responsibilities. All employees are accountable for securing their work devices, work areas, and communications in the execution of their daily duties.