Implementation Support Executive

Whistl; Marlow; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

23 days' annual leave

Company Pension

Life assurance scheme

Health cash plan

Critical Illness cover

Career development opportunities

Employee Assistance Programme

Job summary

Whistl is seeking an Implementation Support Executive to provide expert support to customers using our part and fully tracked services through WCMS. You'll troubleshoot issues, manage change requests, and assist with new service setups in line with SLAs.

You will work closely with customers, internal teams and third-party OMS/WMS systems, delivering system demonstrations and training, and helping customers optimise how they dispatch and manage orders.

Qualifications

• Experience in a customer support or implementation role.
• Experience with OMS/WMS systems is advantageous.
• Experience in the postal/parcel industry or fulfilment software is desirable.
• Ability to log and categorize tickets accurately within SLAs.

Responsibilities

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

Skills

Strong communication

Organisational skills

Problem solving

Attention to detail

Stakeholder management

Prioritisation

Fulfilment software experience

Tools

Jira

Cherwell

Web Despatch

Job description

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.

About the Role

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

Benefits

• 23 days' annual leave
• Company Pension
• Long service rewards: both financial and leave-based.
• Health cash plan.
• Life assurance scheme.
• Critical Illness cover
• Access to our prestige benefits and rewards portal.
• Career development opportunities.
• Access to a well-established Employee Assistance Programme provider.
• And other excellent benefits you'd expect from a market leader.

Requirements

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