Support Representative

One World is seeking a Support Representative to join our dynamic, innovative, highly skilled team at our brand-new office in Shoreditch. This is an excellent opportunity to be one of the first One World GTM support team members, with much room for potential growth. This role requires you to be customer-focused, love problem-solving, have excellent communication skills, and have a passion for customer support.

Key Responsibilities

• Responsible for managing and triaging support requests within the support process
• Put yourself in the customer’s shoes to troubleshoot customer issues and challenges they may face
• Drive continuous improvement in our support strategy that best supports our customers and users across the globe
• Coordinate with product and engineering on issues which impact customer satisfaction and support resources
• Become an expert in the One World GTM solution and the customers who utilise this solution
• Creation of knowledge base articles for customers based on frequently asked questions and new features
• Compile customer reports against SLA agreements
• Compile internal report for product, engineering, and customer solutions team
• Meet the KPIs and metrics set up for the role

Skills Knowledge and Expertise

• 1-3+ years of experience in the field of support management
• In-depth understanding of system integrations, such as EDI, API
• Articulate and possess excellent communication skills
• Analytical approach to problem-solving and decision making
• Able to quickly assimilate and retain new information
• Customer focused, patient and empathetic
• Logistics & Supply Chain Knowledge
• ITSM Certification (ITIL, KCS, MOF)
• Experience working in a startup environment
• A self-starter with experience managing support for large enterprise customers for a B2B SaaS provider

Benefits

· Competitive Pay

· Annual Salary Review

· Competitive Bonus

· Flexible Hybrid Working

· Interest Free Company loan up to £1,000

· Life Assurance

· Pension Scheme

· Work from home set up

· Flu Jabs Annually

· Cycle to work Scheme

· Training Budget per person per year - £2750

· Summer and Winter Hampers

· Relaxed Dress Code

· Referral Bonus up to £750 per person you refer to work at One World

· Care First – Counselling and Support

· Tailored learning, progression and Development Plans

· Monthly paid for socials

· Supply Chain Academy – Educational courses Available all costs covered.

· Free Eye Test annually + £60 vouchers towards glasses

About One World Global Trade Management

Connecting people, processes and systems under one global ecosystem. One World measures and manages supply chains from the very highest perspective, down to a level of product and ingredient detail to elevate the opportunity to manage for a sustainable future.

We capture the full lifecycle across the supply chain, and share it across entire value chains so all participants, including consumers, have a better understanding of the materials and products they use and their embodied environmental impact.

Job Type: Full-time

Salary: £45,096.72-£120,651.76 per year

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Work Location: One location