Implementation Support Executive

Whistl UK Ltd; Marlow; On-site; GBP 28,000 - 36,000; Full time

Job summary

Whistl UK Ltd is seeking an Implementation Support Executive to troubleshoot issues, manage change requests, and support the setup of new services in line with SLAs.

You will work with customers, internal teams and third-party OMS/WMS systems, deliver system demonstrations, training sessions, and help customers optimise dispatch and order management.

The role combines technical support with customer training and project coordination, offering exposure to postal and fulfilment software platforms.

Qualifications

• Strong communication with stakeholders at all levels.
• Excellent organisation and problem-solving.
• High attention to detail and ability to manage multiple priorities.
• Relevant experience in a similar role.
• Experience within the postal/parcel industry or fulfilment software platforms is desirable.
• Understanding of OMS/WMS systems within e-commerce would be advantageous.

Responsibilities

• Manage and resolve internal and external customer queries via the ticket system within SLAs
• Log and update support tickets accurately, ensuring correct categorisation
• Deliver webinar demonstrations and training on Web Despatch
• Manage and test change requests via Jira and the Cherwell ticket system
• Set up additional Web Despatch users and configure email notifications
• Support customers with issue resolution across API and manual dispatch services
• Escalate technical issues to 3rd line support where required
• Assist with OMS updates and new service implementations
• Provide occasional support to the field implementation team

Skills

Strong communication

Organisational skills

Problem solving

Stakeholder mgmt

Similar role exp

Postal/parcel industry

OMS/WMS knowledge

Tools

Jira

Cherwell

Job description

Job Description

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Key Responsibilities

• Manage and resolve internal and external customer queries via the ticket system within SLAs
• Log and update support tickets accurately, ensuring correct categorisation
• Deliver webinar demonstrations and training on Web Despatch
• Manage and test change requests via Jira and the Cherwell ticket system
• Set up additional Web Despatch users and configure email notifications
• Support customers with issue resolution across API and manual dispatch services
• Escalate technical issues to 3rd line support where required
• Assist with OMS updates and new service implementations
• Provide occasional support to the field implementation team

Skills & Experience

• Strong communication skills with the ability to work with stakeholders at all levels
• Excellent organisation and problem-solving skills
• High attention to detail and ability to manage multiple priorities
• Relevant experience in a similar role
• Experience within the postal/parcel industry or fulfilment software platforms is desirable
• Understanding of OMS/WMS systems within e-commerce would be advantageous.

We are looking for an Implementation Support Executive to provide expert support to customers using our part and fully tracked services through WCMS. This is a varied role where you will troubleshoot issues, manage change requests, and support the setup of new services in line with service level agreements.

You will work closely with customers, internal teams, and third-party OMS/WMS systems, ensuring services run smoothly and efficiently.

The role also involves delivering system demonstrations, training sessions, and helping customers find the best ways to dispatch and manage orders.