The Customer Support Specialist ensures Thredd customers, some of the world’s leading cards and payments programmes, benefit from the highest levels of Customer support and expertise in their extensive use of Thredd platform and services
Technical responsibilities of the role
Customer / client centricity
Be a named point of contact/ownership of service for a group of Thredd clients as well as part of a team supporting all Thredd clients on a pool basis
Have a detailed understanding of the customers' business (products, customer journeys, volumes) and needs
Have end to end ownership of client requests to successful and timely resolution
Advocacy for clients for requirements which are new to Thredd or not currently prioritised
Data & reporting
Provide analysis on card/transactions data, being confident and understanding in depth Thredd systems in house (SC, EHI, WS etc)
Quality & controls
Understand, follow, and adhere to defined incident management procedures and communication plans
Appropriate escalation of potential issues as per defined processes, providing the required information needed to investigate thoroughly
Leadership responsibilities
Developing skills
Seek opportunities to enable your own continuous development, and support learning of others
Fostering teamwork
Build bridges between departments especially with IMPS, AM, AS, Product and other departments within the business
Communicating with impact
Communicate clearly, using the appropriate channels
Delivering results
Agree, capture and manage your personal goals to ensure delivery
Values & core behaviours
Own it and deliver
Take responsibility for your own performance and being successful in your role
Collaborate Purposefully
Build trusted relationships with colleagues, supporting activities, and being successful together
Think differently
Ask questions to check understanding and share your ideas to support continuous improvement
Act courageously
Step out of your comfort zone and embrace change to help you learn and grow