Job details

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Client Support Executive job in Oxfordshire (389)

at Ridgeway (view profile)
Location Witney
Date Posted 11th October 2016
Category Client services
Job Type Full-time
Never Expire Never Expire

Description

We’re seeking an experienced client facing individual to work in our fast-paced Client Support team which is central to the success of our business. The team work on all of the company’s most prestigious client solutions including HMV, Twinings, Rotary Watches, Pure, Regus, and many more. We work directly with our clients, empowering them to push the limits of their solutions, developing enhancements and discovering new ways to streamline their businesses - all to create an exceptional digital experience for both our clients and their users.

Essential skills & experience

  • Exemplary phone manner and customer service skills with excellent verbal and written communication skills
  • Excellent organisational skills with good attention to detail
  • Good initiative and the ability to understand problems and make effective decisions
  • Experience managing small projects and working with multi-disciplined teams
  • Time management skills with the ability to juggle multiple tasks and prioritise appropriately
  • Excellent working knowledge of Microsoft Office and task management tools
  • Be organised, self-motivated, and ambitious, with a desire to enhance and maintain high-performing websites
  • Be a good team player with a hands-on approach and a 'can do' attitude

Desirable skills & experience

  • Some technical background and experience is useful
  • Knowledge and experience of content managed systems and/or ecommerce is desirable
  • QA and client facing training experience.
  • Basic understanding of HTML, CSS, JavaScript and web standards such as SEO would be beneficial
  • Experience using a ticketing system such as Zendesk or Jira

 

About the role

You will work across a range of clients including complex ecommerce solutions, intranet systems, 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.

Tasks include:

  • Management of support and maintenance tasks on retainer within the support team, administered via a ticketing / task management system
  • Ensuring the support Service Level Agreement (SLA) is met for response and resolution times
  • Maintain communication with clients appropriately in relation to changes requested / issues raised, working collaboratively with the development team in order convey the required information
  • Writing quotations and working with the team to deliver accurate estimates to support this
  • Assisting the Support Manager in running team meetings and making decisions, as well as taking an active part in daily stand-ups and daily team management
  • Occasional content changes, page creation via CMS platforms and high level QA testing
  • Attending client & supplier meetings at Ridgeway’s offices, and on client site

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.

Salary

£20,000 - £25,000 pro-rata depending on skills and experience. Please state your salary requirements on application.

 

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