Implementation & Support Specialist — Web Despatch Expert

Whistl; England; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Annual leave enhanced with long tenure

Company Pension

Long service rewards

Health cash plan

Life assurance scheme

Critical Illness cover

Employee Assistance Programme

Career development opportunities

Job summary

Whistl is seeking an Implementation Support Executive to provide expert support to customers using our part and fully tracked services through Web Despatch. You will troubleshoot issues, manage change requests, and assist with setting up new services in line with SLAs.

You will work closely with customers, internal teams and third-party OMS/WMS systems to ensure services run smoothly. The role involves delivering system demonstrations, training sessions and helping customers optimise dispatch

Qualifications

• Strong communication skills for stakeholder engagement and clear ticket updates.
• Excellent organisation with the ability to manage multiple priorities and tight SLAs.
• Attention to detail to ensure accurate ticket logging and classification.
• Experience in a similar support role is essential.
• Experience in postal/parcel industry or fulfilment software is desirable.
• Understanding of OMS/WMS systems within ecommerce is advantageous.

Responsibilities

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

Skills

Strong communication skills

Organisation & problem solving

Attention to detail

Relevant experience in similar role

Postal/parcel industry knowledge

OMS/WMS understanding

Tools

Jira

Cherwell

Web Despatch

Job description

Whistl is seeking an Implementation Support Executive to provide expert support to customers using our part and fully tracked services through Web Despatch. You will troubleshoot issues, manage change requests, and assist with setting up new services in line with SLAs.

You will work closely with customers, internal teams and third-party OMS/WMS systems to ensure services run smoothly. The role involves delivering system demonstrations, training sessions and helping customers optimise dispatch