Implementation Support Executive

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Key Responsibilities

• Manage and resolve internal and external customer queries via the ticket system within SLAs
• Log and update support tickets accurately, ensuring correct categorisation
• Deliver webinar demonstrations and training on Web Despatch
• Manage and test change requests via Jira and the Cherwell ticket system
• Set up additional Web Despatch users and configure email notifications
• Support customers with issue resolution across API and manual dispatch services
• Escalate technical issues to 3rd line support where required
• Assist with OMS updates and new service implementations
• Provide occasional support to the field implementation team

Skills & Experience

• Strong communication skills with the ability to work with stakeholders at all levels
• Excellent organisation and problem-solving skills
• High attention to detail and ability to manage multiple priorities
• Relevant experience in a similar role
• Experience within the postal/parcel industry or fulfilment software platforms is desirable
• Understanding of OMS/WMS systems within e-commerce would be advantageous.

We are looking for an Implementation Support Executive to provide expert support to customers using our part and fully tracked services through WCMS. This is a varied role where you will troubleshoot issues, manage change requests, and support the setup of new services in line with service level agreements.

You will work closely with customers, internal teams, and third-party OMS/WMS systems, ensuring services run smoothly and efficiently.

The role also involves delivering system demonstrations, training sessions, and helping customers find the best ways to dispatch and manage orders.