Implementation And Support Lead (Remote)

Implementation And Support Lead | Matrix Booking Limited |Worldwide

Introduction to company and the role

Implementation And Support Lead | Matrix Booking Limited | Worldwide

Introduction to company and the role

Matrix Booking is a leading resource management, meeting room and desk booking software provider. Award-winning, open, secure and specifically designed to be quick and easy to implement Matrix Booking is an Employee Ownership Trust so the employees are more than just employees, they are potential owners and shareholders. Make, change or cancel bookings on the go via the Matrix Booking Mobile App, web or Outlook. This role will require you to become a product expert. This role is to manage the onboarding of new customers (small projects) and then also help manage some of the 1stlevel support of those customers to ensure they continue to use the product successfully.

This role will therefore require you to become a product expert and be able to juggle several small projects at the same time.

The Implementation and Support Lead supports our customers by (what you will be doing):

Providing the first point of contact in their onboarding / set up journey.
Providing a simple project manager role and single point of contact for the customer whilst they are onboarding.
Working with the customer to understand the business rules and set up they require.
Creating the customers organisation and rules in our products
Providing product support to our customer (tickets and sometimes chat)

Work with product teams to understand new features and help educate our customers on them when they have issues

Required skills and qualifications:

Extremely good organisational skills and time management
Experience in use of MS Office – Outlook, Excel, PowerPoint, and Word
The ability to balance and prioritise multiple requirements or projects at once.
Demonstrates a basic understanding of IT and applications but also is very customer orientated in their entire approach.
Ability to troubleshoot and resolve customer issues.
Excellent attention to detail is also required with our large portfolio of customers.
Very strong written and verbal communication skills to work effectively with internal stakeholders and customers.
A team player who will build strong relationships with the Implementation team, Product Team and Development team.
Proactive, enthusiastic approach with a willingness and ability to learn new skills and technologies quickly.
Experience using a customer support tool to track issues and respond to customers would be ideal.

Although not an IT role or pure project role, it would suit someone from either background as this role will require you to be able to understand how a product works and understand how changing set up and settings can solve issues for customers and be able to work with customers to explain this.

The location of the role is REMOTE WORKING currently, however it is anticipated that we will open an office location most likely in South Wales within the next 12-18 months and therefore there will be periodic visits to that location. In addition to remote working the teams get together in person once every 6-8 weeks in South Wales and then the whole company meets together twice a year.

Matrix Booking Limited provided the following inclusive hiring information:

We are an equal opportunity employer and consider all qualified applicants equally without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status or disability status.