Unicard Careers
Solutions Support Specialist
The Solutions Support Specialist will be a senior point of contact between VIP customers and the customer/technical support teams, ensuring all VIP customer tickets and processed and resolved adhering to customer SLAs.
Full Time - Wimborne, UK

About the Role​

The Solutions Support Specialist will be a senior point of contact between VIP customers and the customer/technical support teams, ensuring all VIP customer tickets and processed and resolved adhering to customer SLAs. The role will be hands on and will require support involvement. A support specialist will require deep ITIL knowledge and experience managing and monitoring active SLA’s.

This will be a hybrid role, a mix between a second/third line support and a junior account manager, ensuring that customers issues are dealt with as soon as possible. The role will require providing the account manager with day-to-day technical knowledge of issues and partaking in monthly service reviews with the customer.

You will be required to work closely with the head of customer care and build comprehensive service designs, Service levels and processes that comply with ISO and ITIL standards.

You will be responsible for

  • Management of VIP customer tickets in accordance with Unicard/Customer SLA’s and priorities
  • Taking ownership and leading incident management
  • Resolving issues, updating customers, closing tickets and documenting if required
  • Monitoring of system performance and following up on issues with the team
  • Being the point of escalation for the customer
  • Monitoring of cases to ensure they resolved following ITIL standards and within Service Levels
  • Resolving blockers and flagging up issues quickly
  • Creating / Updating /  Managing various support documentation
  • Resolving blockers and delegating resource
  • Embracing Unicard values
  • Investigating reported issues
  • Create monthly service reports for customers as agreed in the service level requirements
  • Create and fulfil Service Design Plans for new VIP Customers
  • Attending Service management/review meetings assisting the account manager with technical topics
  • Escalate any issues or risks to the service to the Head of Customer Care
  • Provide out of hours on call support (overnight and weekends) to VIP customers (rota based)

Essential personal skills

  • Great communicator at all levels
  • Approachable
  • Pro-active
  • Analytically and technically minded
  • Punctual
  • Listens and understands customers’ issues
  • Works collaboratively with others
  • Manages risk
  • Dependable, takes personal responsibility
  • Self-disciplined and able to manage own time and resources
  • Sets and prioritises challenging targets
  • Works effectively in a changing environment
  • Presentable and articulate

Desirable Professional Skills

  • Knowledge of Unicard’s core products and services
  • Experience working within software development environments
  • Understanding/experience of technical language SQL/XML/CSV/JSON
  • Experience working in ISO 20:001 and 27:001 environments.
  • Experience with Service Desk software preferably Zendesk/Jira

Benefits of working for Unicard

  • Knowledge sharing (working with experienced professionals)
  • Autonomy and trust in decision making
  • Great work environment and friendly atmosphere
  • Company funded health cash plan
  • Office with a central location with free parking
  • Additional health cover
  • Auto-enrolment for pension
  • Regular team-building and office events
  • Career development
  • Competitive remuneration package
  • Charitable organisation