Solutions Specialist

The Opportunity

As a Solutions Specialist your primary objective is to support the delivery of optimal solutions for our charity clients. You’ll achieve this by working closely with our wider professional services and customer success teams to build dynamic project implementations and provide timely and accurate support to client queries.

The Role - Client Support

• Identify solutions to client requests and issues
• Conduct initial investigation of any issues flagged and work with the wider team where required to fully understand the issue or task in order to provide the optimal solution
• Effectively communicate with clients via multiple channels such as email, phone and support ticketing software to quickly get a comprehensive understanding of their question/issue and provide timely updates on progress to a solution
• Provide timely and accurate customer feedback
• Talk customers through required steps to resolve a problem to help facilitate knowledge transfer and training to customers
• Timely follow up with clients to ensure solution is adequate and problem is resolved
• Upskill in new product functionality to efficiently support clients with implementation
• Assist with ongoing platform training for existing customers
• Manage multiple cases and requests at one time
• Support the production of content to assist clients on how to get the most out of the platform

The Role - Client Project Delivery

• Implement web page content: build pages using the platform’s inbuilt page builder module
• Set up event registration flows using the platform’s inbuilt entry form generator and adding in any custom styling and web forms as needed
• Work with web developers in the team on custom functionality to ensure the UX is implemented well
• Assist with testing and QA for both standard & custom functionality as well as data capture requirements including that the data is being stored in a useable way that meets the business/project requirements for the client
• Actioning any feedback or bugs that have been identified by clients as part of the testing phase.
• User experience testing of a final site before it is sent to the client for review
• Creating and testing webforms and other data capture
• Providing feedback to the PM on possible UX improvements for all forms
• Ensure proper documentation is maintained for each project in relation to the implemented solution
• Debriefs & Retrospectives - contribute to project debriefs and compile learnings for future projects and internal processes
• Process Improvements - Identify improvements and make recommendations for process refinement
• Culture - Assist in creating a great culture for the global solutions team through consistent regular catch ups

We think you'll be successful if you:

• Have a strong understanding of content management systems (CMS’s)
• Are technically minded, with some experience/understanding of different areas of digital
• Have a keen design eye for the visual display of content on websites and (while not needing to be a designer) are confident in using page builders to set up great looking web pages
• Have great time management
• Have excellent communication skills and are proactive in updating team members on the status of your workload
• Are confident working on a variety of customer projects & queries at any one time and confident in knowing when to elevate an issue
• Are highly detail-oriented & comfortable writing detailed handover points on any project or specific issue when escalating to a senior team member
• Have excellent English writing skills when communicating both internally and externally
• Have a positive personality, a desire to learn new things and are proactive and excited to play a key role in your team

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