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As the cornerstone of the SAP Emarsys service organization, you will act as the operational first point of contact for our clients on a day-to-day basis. You will make use of your professional communication and creative problem solving skills to ensure maximum client satisfaction with our products and services.

The role is perfect for someone with deep knowledge of our application who is looking to gain extra technical skills and put their analytical skills to work solving complex problems for our clients.

Working primarily within our cutting-edge self-service support portal, you will efficiently utilize all available tools and resources in addition to liaising with cross-functional internal teams in order to provide our clients with the most accurate answers to their questions and the most effective solutions to their issues within the shortest time possible. Your service to our clients is a most invaluable and integral part in ensuring the satisfaction of our clients and their subsequent retention.

Main tasks and duties

• Serve as daily first point of contact for our clients on all operational matters concerning the use of our application
• Use the Emarsys self-service portal to manage your work using the built-in options of email, live chat, phone and screen-sharing as means to interact with the clients
• Identify and troubleshoot technical issues and escalate to 2nd line support when required
• Escalate to line managers and Client Success Managers when an issue may impact the revenue and/or the relationship with the client
• Communicate progress of issue resolution to the client in a timely manner while trying to meet and exceed the assigned SLAs
• Deliver technical instructions and complicated solution descriptions in a professional, error-free and simple-to-understand manner
• Work closely with Client Success Manager to build and enhance client relationships and ensure the provided support level meets(and exceeds) the clients expectations and SLAs
• On a day-to-day basis, you will be working closely and efficiently with other support members and technical teams to meet andexceed your personal and team KPIs
• Work closely with Professional Services (Project Managers, Solutions Architects & Strategic Consultants) to ensure the successful delivery of our solutions according to the clients’ needs and defined objectives

Further tasks

• Your expertise and qualities will be needed to provide continuous input on the best possible ways to improve our support process and drive efficiency within the team
• Working hours are Monday - Friday 9am - 6pm, with some occasional Sundays and Public Holidays required. This role will also be hybrid from our London office with occasional and flexible office attendance (1-2 days a week)

General requirements

• Previous helpdesk experience or a customer facing role is a must
• Sound technical knowledge and experience in web technologies (HTML/DNS/Email/Internet protocols/API/MySQL)
• Outstanding communication skills (written and verbal) over the phone, via email / ticketing system and on live chat
• Ability to analyse and troubleshoot technical issues and deliver technical instructions to a non-technical audience
• Must be a team player, with outstanding motivation and strong commitment to your role
• Must have a strong willingness to learn and discover new technologies
• Friendly, personable and approachable, with the ability to multi-task and work under pressure
• Willingness to discover the ins and outs of technical topics such as Automated Marketing Programs, Data Integrations, Google Cloud Platform, APIs, Web Forms, etc
• Previous experience with online and email marketing preferred
• Proficiency in English language, second language is desirable

What we offer

• A growing company with an international presence, innovative outlook and a strong market position, blending the best parts of a ‘start up’ mentality with the security (and resources) of an established multi-national
• The opportunity to contribute to a bespoke, complex and successful product, focused on innovation
• A learning environment, heavy on personal and professional development that allows you to both learn from some of the best in the industry and own your own career
• An inspiring and team-oriented culture, working alongside talented, friendly and passionate people where success is supported and celebrated as a collective
• A commitment to remote/hybrid and trust based working, with access to 2 floors in The Scalpel building for a dedicated space to work, socialise, hold meetings and enjoy amazing views
• Competitive salary plus additional performance related rewards
• 25 days' annual leave and an extra day off for your birthday
• 2 Community Impact days per annum
• Enhanced maternity leave and paternity policies
• Comprehensive benefits: pension scheme, private health care and cash plan options, subsidised gym membership, life cover and many more.
• Exclusive membership to Perkbox - an innovative discount platform for local and national businesses including offers on cinema tickets, travel, gifts, dinner, coffee and more

At SAP Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply. We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality.