Summary:

As a Technical Operations Support Specialist, you'll help maximise revenue opportunities and enhance the customer journey by working closely with our Technical team to resolve unsuccessful entries created via the API, reaching out directly to clients to overcome any blockers and get their data flowing smoothly. As part of the Operations team, you'll work across departments and become a subject matter expert in API integrations — supporting our largest clients to onboard successfully and get the most value from our partnership. You'll also build and maintain relationships with external third parties such as our energy partners, councils, and water suppliers, working with them to find better ways of collaborating — whether through council web forms or other technical integrations.

Responsibilities:

Respond to internal and external emails and queries within business SLAs
Build strong working relationships, both internally and externally
Maintain accurate client records and contact information
Accurately input and update client and operational data within the HTM operating system
Contribute to achieving company financial targets
Train and support customers on API integrations and data reporting via phone, email, web chat, or video call
Work with the Technical team to resolve unsuccessful API entries, contacting clients directly to resolve blockers and maximise conversions
Manage council web notifications and identify opportunities to automate them
Carry out data validation checks and help maintain data accuracy and integrity across systems
Collaborate with developers, product managers, and other stakeholders to clarify requirements and improve the quality of deliverables
Use Excel and PowerBI to analyse data, build reports, and support decision-making
Work with internal teams to understand data needs and provide relevant support
Support the continuous improvement of processes and workflows, identifying opportunities for optimisation

Key Skills:

Experience in a technical support role is preferable but not essential
A track record of maintaining high service standards, both internally and externally
Confident, with the ability to build rapport across internal and external stakeholders
Strong time management skills, able to prioritise a high-volume, varied workload
Effective planning and problem-solving skills, with the ability to stay calm under pressure
Strong data management skills, with a keen eye for detail
Familiarity with PowerBI for reviewing and using existing reports and dashboards
A genuine interest in technology and its application to operational processes
Client-facing or internal training experience is desirable
Excellent verbal and written communication skills
Comfortable working both independently and as part of a team
A positive, can-do attitude, with a hunger to succeed and a willingness to learn

Helpthemove Limited Jobs

Company Overview

Technical Operations Support Specialist