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Implementation Support Consultant

  • Applications are considered on a rolling basis
  • Romania
  • Applications are considered on a rolling basis
  • Romania

Purpose of Role

Implementation success and customer satisfaction focused consultant

  • Key focus on customer satisfaction
  • Deployments of projects and new customers
  • Ongoing customer case resolution and support
  • Time and capacity utilization
  • Risk/issue management

Overall responsibility -

  • This role is key to our success as we continue to grow and expand our footprint of the nShift returns product with existing and new customers
  • The team is small but growing giving the successful candidate the future opportunity to either branch out into a full-time implementation or support role going forward
  • The successful candidate should be skilled at implementing and supporting software solutions for complex environments within the delivery management industry
  • As we build out this capability, we plan on hiring additional consultants and support staff as the demand increases
  • The goal is to delight our customers through successful implementation followed by a great support experience leading to increased business

Responsibility includes:

  • Technical support: Provide technical assistance to customers by phone or email according to assigned tickets.
  • SLA compliance: Ensure SLA compliance (e.g. first response time, resolution time).
  • Assistance to team: Assist colleagues in solving tickets when needed.
  • Information security: Ensure compliance with information security for own tickets.
  • Technical Tasks: Ensure all project related technician tasks are executed to the highest standards and make available for QA audits.
  • POC: Prepare to serve as nShift’s point of contact throughout the project lifecycle when required.
  • Success criteria: Ensure all technical tasks have established success criteria, and that they are understood by all stakeholders.
  • Documentation: Ensure projects tasks assigned are managed through nShift’s chosen project management tool, and that time and work are registered daily, and documents archived when produced/received.
  • QA: Prepare solution proposals, proof of concept modelling for regular quality assurance reviews.
  • Time adherence: Ensure all technical project tasks are executed in line with the budget assigned, where this is not possible identify the reasons and initiate timely escalation to Project Board.
  • Workshops: Where required prepare and facilitate analysis workshops with the customer and gather finalized detail in a timely manner.
  • Technical assistance: Be prepared to deliver technical work packages in any project.

Work with great people

Erik Meyer
Head of Global Presales
"I meet so many interesting people and companies daily in my job. I really enjoy building our ecosystem of partners."
Sofie Johansson
Customer Support Agent
"Our Customer Support is an important part of our strategy; Providing competent and good support gives us satisfied users!"
Terhi Louhelainen
Support & Operations
"I want to find the best solution for the customers and want them to be happy. We have very professional people at work here and I’m proud of that."
Luiza Cristina Vaetus
Customer Reference Manager - Marketing
"Customer's voices and experiences shape our identity and are at the core of our business. I am happy to be the one helping them getting their stories shared."
Razvan Costin Dobre
Software Engineer - Engineering
"A place where you meet great colleagues that support you to become the best version of yourself."
Andreea Dragomirescu
Team Manager - Enterprise Production
"We are building cool tools that help our customers do their job more efficiently"
George Catalin Dumitru
QA Automation Engineer - Post Production
"I am lucky to be a part of the nShift company because it offers me the opportunity to constantly evolve with a team that helps me when I need and appreciates me for the results obtained."
Madalina Florientina Ciucu
Front End Developer
"I find the biggest reward in building features from scratch, surrounded by bright people, our work making an impact to lots of customers."

Skills & Requirements

Competence and experience -

Professional Experience

  • 2-3 years of Project engagement and work in relation to software deployments.
  • Experience of Customer Support/Customer service
  • Industry expertise preferred, e.g., previous experience working within Technology/Logistics B2B/SaaS
  • Strong written and oral communication skills in English.
  • EU Driving license would be advantageous.
  • Location: Based in country office with a flexible working policy
  • Travel: Ability to travel up to 15% of the time (during normal cycles).

Personality traits and skill sets -

  • Positive and team-oriented attitude with interpersonal skills
  • Intellectual strength and determination being passionate about delivering a great service
  • Desire to engage in helping us grow an established product offering
  • Strong and documented ability to manage different types of engagements (Projects and Support)
  • Effective communicator and keen to work as part of a team

About the company

nShift is the global leading provider of cloud delivery management solutions enabling frictionless shipment and return of almost one billion shipments across 190 countries annually. nShift’s software is used globally by e-commerce, retail, manufacturing and 3PL shippers. The company is headquartered in London and Oslo. It has over 500 employees across offices in Sweden, Finland, Norway, Denmark, United Kingdom, Poland, the Netherlands, Belgium and Romania.

Karuna Thamala | Contact Person

I'm interested

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