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Technical Support Executive, productDNA

Overall purpose

The Technical Support Executive is accountable to deliver a world-class service at GS1 UK through friendly, educated and empathetic support. As an excellent communicator the postholder is to provide support in removing blockers in service provision to our customers and drive consistency in support processes and escalations.

Key responsibilities

Technical assistance:

  • Provide accurate, understandable, support to subscribers on productDNA
  • Act as the point of reference for support escalations to productDNA service providers, ensuring that tickets are resolved in an effective and timely manner. Escalate queries to appropriate staff when necessary
  • Develop and maintain a thorough understanding of GS1 standards, products and services, keeping up to date with any changes

Service Administration:

  • Accurately process productDNA subscription applications, orders, renewals and resignation applications to agreed service levels
  • Ensure fantastic quality personal and team service to anyone contacting us
  • Take ownership of each task until completed, escalated and fixed or agreed to be handed over

Voice of the customer:

  • Develop a deep understanding of our members businesses, processes and use of our solutions
  • Act as the company champion in your allocated area of the member journey to ensure the company is aware of opportunities to develop member-facing content, solutions and services using your great knowledge of our members
  • Support internal projects with member knowledge, outbound calling and inbound response handling when required
  • Provide accurate insight and statistics for inclusion in reports, and/or produce reports that improve service performance and company awareness of current events and opportunities

Customer relationship management:

  • Develop and maintain a detailed understanding of the CRM system and the company’s website
  • Ensure a high level of data accuracy for account information by updating member details whenever they contact us
  • Follow the guidelines on ticketing and communications logging to create accurate logs of customer contact onto the CRM system ensuring information is of a high professional quality, which can be used by the business

Promotion of GS1 standards/services:

  • Through understanding member requirements, identify opportunities for members to adopt the use of our identifiers, services and solutions on their journey with us
  • Where our services may further assist members, provide leads to internal teams for qualification

Other:

  • To achieve predefined performance targets and to contribute towards achieving the service level targets of the team
  • To carry out other duties as agreed with your line manager

Person specification

Essential skills and experience :

  • Solid experience of working in a member/customer/account management environment
  • Experience of providing support in a technology service environment and management of ticket escalations to level 2 support
  • Experience of providing fantastic customer service
  • Exceptionally good relationship building experience
  • A history of using communication and questioning skills
  • Excellent computer skills and competence in Microsoft Word, Excel and Outlook
  • Experience of being a close-knit team player with the ability to support a wider team

Personal strengths and style:

  • A passionate champion of providing excellent customer service
  • Tuned-in - Ability to empathise with member needs and provide structured support
  • Exceptional verbal and written communication skills (English)
  • A natural leader with the drive to develop others
  • Ability to form successful relationships with key stakeholders
  • Enthusiasm and high motivation built in as standard
  • Bold - A team player who is proud to be accountable for their own actions
  • Flexible approach to working – with strong initiative and ability to multi-task
  • Excellent time management and organisational skills
  • Open - Desire to improve – self, role and business

Desirable:

  • A basic understanding of GS1 standards would be an advantage

Apply here


Please note: We are sorry but we can only respond to successful applicants. We appreciate your interest in working with us at GS1 UK.