Technical Client Support Executive

at Ridgeway (view profile)
Location Witney
Date Posted 15th April 2019
Category Client services
Job Type Full-time
Expiration Date 2019-06-03

Description

We’re seeking an experienced client facing individual to work in our fast-paced Client Service Team which is central to the success of our business.

You will work across a range of clients including complex ecommerce solutions, brand focussed websites and bespoke applications. The role is to develop your accounts through excellent rapport building, delivering 1st class support and identifying sales opportunities whilst always maintaining superb client relationships as first point of contact. The team is a balance of both reactive and pro-active tasks and projects, working in an agile manner to ensure robust and performant solutions.

Responsibilities

  • Management of support and maintenance tasks within the service team, administered via a ticketing / task management system, requesting and capturing further information where required
  • Ensure a deep understanding of tasks and requests in order to liaise with both clients and a broad range of roles within the team including development, creative and marketing to ensure clarity and effective delivery of tasks
  • Maintaining excellent communication with clients in relation to changes requested and issues raised, and managing priorities and expectations across multiple clients
  • Ensuring the support Service Level Agreement (SLA) is met for response and resolution times
  • Taking an active part in daily stand-ups and daily team and task management, working as a team to ensure effective delivery and utilisation
  • Content changes, page creation via CMS platforms and high-level QA testing
  • Attending client & supplier meetings at Ridgeway’s offices, and on client site

Essential experience

  • Management of support and maintenance tasks within the service team, administered via a ticketing / task management system, requesting and capturing further information where required
  • Ensure a deep understanding of tasks and requests in order to liaise with both clients and a broad range of roles within the team including development, creative and marketing to ensure clarity and effective delivery of tasks
  • Maintaining excellent communication with clients in relation to changes requested and issues raised, and managing priorities and expectations across multiple clients
  • Ensuring the support Service Level Agreement (SLA) is met for response and resolution times
  • Taking an active part in daily stand-ups and daily team and task management, working as a team to ensure effective delivery and utilisation
  • Content changes, page creation via CMS platforms and high-level QA testing
  • Attending client & supplier meetings at Ridgeway’s offices, and on client site

Desirable skills

  • Some hands-on experience is useful – either from a development perspective, or direct use of CMS and/or ecommerce platforms
  • Basic understanding of HTML and web standards such as SEO would be beneficial
  • Experience using a ticketing system such as Zendesk or Jira

You will join our passionate team who are dedicated to digital and driven by the desire to make a real difference in the web industry. We take huge amounts of pride in what we do and how we do it, sharing and nurturing talent as we go. We continually strive to unlock performance in ourselves and in our ways of working, and we offer great career progression and wider Junior Project Management duties throughout the business.

A rewarding place to work

A few added extras to boost your career and make life just that bit better.

  • 25 days annual holiday increasing to 30 days with length of service plus bank holidays
  • Contributory company pension scheme
  • Ride To Work scheme and gym discounts
  • Sonos sound system and shared Spotify playlist
  • Excellent location with Witney town centre and the Cotswold countryside on the doorstep
  • Scope to attend industry events including Kentico Connection, jQuery UK, Smashing, etc
  • Break out area complete with Xbox, Wii, comfy sofa and TV
  • Regular cake, fresh fruit, good coffee and beer on Fridays!

You can find out more about working for Ridgeway and apply via our website: https://www.ridgeway.com/careers/client-support-executive

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