• ROLE:                  Managed Services Consultant
  • LOCATION:          Coventry (CV4) or Wigan (WN2)
  • REPORTS TO:     Manager, Service Desk
  • RELEASE DATE: 22/10/2019

 

The Company

We’re integration specialists.  Our mission is to help our clients realise their potential and enable them to do business in every direction.  


We revolutionise trading partner connectivity by linking suppliers, retailers and end consumers in one global commerce network. With our flexible, integrated and fully managed service solutions, customers of any size can easily connect with any trading partner while enjoying the peace of mind of a proven service platform that reliably handles tens of millions of transactions annually without the need for any customer interaction.


Established for over 20 years, we’ve grown exponentially in Europe and the United States through the provision of our customer-centric market leading service. As a fast-growing technology business, boasting many household names amongst our expanding global customer base, we are looking to continue our growth by recruiting talented professionals who are eager to develop their skills within a friendly and motivational work environment.

 

The Role 

TrueCommerce is currently looking for a Managed Service Consultant to join our Managed Services Team based in Coventry or Wigan. This is an exciting opportunity to join a growing and successful organisation that is looking to train and develop the right individual. You will have the opportunity to learn how the business works as well as getting involved in project work and interacting with customers.


Initially, you will work very closely with the existing team of 13 Managed Service Consultants who are part of a UK & Ireland TrueCommerce Support Team with 25 Consultants, as well as the Managed Service Manager and Director of Customer Support UK & IRE. To be successful in this role you will need to gain a full understanding of the business and the service they provide. 


The Managed Services Team will be responsible for providing support to all of TrueCommerce’ s customers, you will provide 1st and 2nd line support to all users and therefore it is highly important that excellent interpersonal skills are combined with a methodical approach. You will log all calls and emails via the online service desk system and then investigate any problems using the skills that you will have learnt. You will escalate any issues that you are unable to be resolve, to the Service Desk Manager or the development team. 


The key to the success of this role will be the ability to communicate effectively with users of varying technical abilities.  It is fundamental that all of TrueCommerce’s customers are able to use the systems fully and efficiently, you will need to use your knowledge to support users and ensure confidence with the systems.


The Managed Services Consultant will also have the opportunity to be involved in project work alongside normal Analyst duties.  When an existing customer requires the setup of a new trading partner, the support team will configure the system and add the appropriate information.  

 

The Person

The successful candidate will be eager to learn new skills and demonstrate the following:

  • Technically minded
  • Customer-focused
  • Strong work ethic
  • Positive attitude
  • Good communication skills
  • Methodical and analytical approach to problem-solving
  • Time management abilities
  • Working well under pressure
  • Any experience in a customer services environment would also be of benefit

 

Key duties to be performed

  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Diagnosing, troubleshooting and identifying solutions to resolve system issue
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Ensure all customers systems are actively monitored and any issues resolved quickly and efficiently
  • Prioritise and manage several open issues at one time, adhering to all Service Level Agreements

 

TrueCommerce is looking for motivated candidates who are looking to progress within the company and develop themselves professionally. There is the opportunity within the business to move into other teams and further your career should you demonstrate the capability and enthusiasm.  


Before making an offer, TrueCommerce may carry out a criminal records check against you.  As a company assessing applicants’ suitability for positions which are included in the Rehabilitation of Offenders Act 1974 (Exceptions) Order using criminal record checks processed through the Disclosure and Barring Service (DBS), TrueCommerce complies fully with the code of practice and undertakes to treat all applicants for positions fairly.  


TrueCommerce undertakes not to discriminate unfairly against any subject of a criminal record check on the basis of a conviction or other information revealed.


By continuing with your application you are giving us permission to carry out this check.
 

Please email caroline.hinchcliffe@truecommerce.com with your CV to apply for the role.