The job as Junior Tech Support Delivery is a challenging role requiring a careful balance between the client’s needs wants, and priorities.  

You play a crucial role in client satisfaction and retention as well as potentially bringing in new business as part of supporting existing solutions. Junior Tech Support Delivery is the bridge between clients and internal stakeholders in communicating enhancements and providing solutions.  

As a person, you are organised, energetic, and pragmatic managing the balance of keeping both the customer and the agency satisfied. You are the internal voice of the customer. You will be given the responsibility of one or more clients, and serve as the primary point of contact for the customer regarding client support. You will also represent the client’s perspective at internal meetings. 

Key skills/competencies 

Commercial 

• Identify potential business based on client support needs 

• Explore the possibility to build retention budgets toward client support needs 

• Explore the possibility to sell in client support toward both customers and their affiliated agencies  

Technical Skills 

Interest within Web developer concerning 

• HTML 

• CSS 

• JavaScript 

Interest within following technologies: 

• Web Components (lit-element)  

• Redux  

• Webpack  

• NodeJS 

Client management 

• Competent to pro-actively discuss client challenges and issues (and suggest solutions) 

• Able to build and develop support relationships with clients 

• Active communicator 

• Keep audience’s attention during training activities  

• Experience and knowledgeable in using client support portals such as Freshdesk  

Project management 

• Competent to plan, lead, implement and communicate solutions to clients 

• Take the lead on client support needs 

• Ability to manage internal teams and internal delegate tasks 

• Able to use JIRA and create a ticket here 

New Business/innovation 

• Communicate client ideas, needs, and solutions internally, in order to potentially implement or affect internal solutions & processes 

• Explore new business possibilities with commercial concerning client support  

Key personal attributes 

• Organised and thorough with attention to detail 

• Outgoing – a ‘people-person’ 

• Energetic and gets things done 

• Flexible and pragmatic 

• Curious and inquisitive 

• Responsible 

• Empathetic toward client challenges 

• Effective communicator 

Key responsibilities 

Commercial 

• Proactively work for satisfied customers 

• Actively explore commercial possibilities with the commercial teams concerning client support 

Client Management 

• Ensure proactive communication with the customer 

• Drive communication toward client support with customer 

• Ensure frequent client contact with status meetings and information about progress on projects as well as other information relevant to their business 

Project Management 

• Ensure client support development status is actively communicated to the customer 

• Own and drive the solution process concerning client challenges 

• Ability to engage internal stakeholders to solve client needs 

New Business/innovation 

• Be aware of new client support opportunities in existing client accounts, and communicate these to relevant commercial teams 

• Scope challenges and scale solutions so this can benefit multiple clients 

• Able to scope client challenges into tickets 

• Maintain and develop relevant supporting articles in the support portals 

• Development and documentation of new features and processes for both clients and internal  

You will be a success if you… 

• Have prior relevant experience and enjoy juggling multiple balls in the air at once 

• Understand that we are a business and need to keep our clients satisfied  

• Performs active communication 

• Understand the critical importance of teamwork and are a team-player 

• Pro-actively address issues or challenges as soon as they appear 

• Positive, helpful, realistic, and honest