Technology Solutions Support Executive

Purpose of the Job

Working closely with the existing Support team, Development and Delivery teams, the Technology Solutions Support Executive is responsible for ensuring that the optimum application of technology solutions within the HH Global environment is maintained at a global level.  This role requires investigating and demonstrating all company system-related offerings to business clients and company end users. The position also involves resolving issues for end-users of various forms of technology.  The ideal candidate will thrive on daily challenges and enjoy working as part of a team and independently.

This is a role within a fast-growing global business, delivering industry-leading service levels to a 1st class client list. The successful applicant will be an enthusiast who enjoys demonstrating to clients how HH Global’s solutions can streamline and improve their marketing and procurement processes. The executive is responsible for maintaining eCommerce platforms procurement for our clients and internal users, system configuration, troubleshooting, and escalating issues on various platforms.

The candidates for the team must possess great technical, problem-solving, and communication skills in addition to a strong desire to learn more about technology. The roles in this function include technology and platform-specific training and ongoing knowledge sharing. There may also be a requirement to work weekends occasionally.

Key Responsibilities 

• To provide technical expertise to the primary business systems used by HH Global with a strong focus on the Digital Asset Management platform
• To accommodate client disabilities by recommending user-friendly devices and techniques
• Create new accounts using company software tools
• Interact with various internal IT Support functions, Development and Operations to troubleshoot problems
• Contribute to the on-going implementation of the company’s support initiative
• Log all support related interactions
• Identify and escalate situations requiring urgent attention
• To stay up to date with system information, changes, and updates
• Accomplishes customer service and team mission by completing related results as needed
• Prioritization of tasks ensuring workload is managed
• Adhere to best working practices as defined by industry standards
• Monitor and record time spent using the T&A systems that HH Global provides

Knowledge, Skills + Experience

• The ability to prioritize work when dealing with support requests within the team
• Excellent communication skills (both written and verbal), and appreciation of the need for excellent customer service as per international standards
• Strong technical knowledge and experience of customer service practices is a must
• Strong knowledge and experience of working on Windows Operating Tools like MS-Excel, Outlook, MS-Word, modern internet browsers, etc.
• Experience of working with Adobe Reader and FTP (File Transfer Protocol), is preferred
• The desire and capability to grow intimate knowledge of the user needs
• Demonstrates the relevant professional skills related to the role.  Makes decisions and solves problems based on sound process knowledge
• Excellent time management skills are required
• Ability to maintain pleasant working relationships and effectively present information and respond to questions from managers, teammates and users
• Ability to interpret a variety of instructions in written, oral, or scheduled process manuals
• Extremely client friendly and focused. Must be good in front of clients in both support, sales support, and consultative capacity

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