3rd Line Support

Conferma Didsbury, United Kingdom Product – Product Operations Hybrid

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Company Description

Conferma is a global payment technology company who combine innovation and expertise to push the boundaries of what can be achieved in the world of virtual payments. We were created in 2005 and were more recently acquired by Sabre, with additional investment from Mastercard. Over the past decade, the Conferma ecosystem has grown, enabling us to become the world’s largest payments platform for virtual cards.

We’ve engineered connectivity to over 80 of the world’s best commercial card partners, over 400 travel management companies and over 150 travel technology partners. Every day, our team members work together to make it easier for travellers to connect with people and places. Our teams include passionate people dedicated to providing an environment that encourages partnership, a place where you feel like you belong, and where you are empowered to succeed. We look forward to having you join our journey – and seeing how far we can go, together!

Position

The 3rd Line Support within the Product Operations team will be responsible for managing and maintaining Level 3 Support from the Product department, Bug management and communication, SQL and Development task prioritisation, KBAs and documentation, and liaising with key members of the Operations and Commercial departments.

This role is crucial for increasing the speed to resolution for customers, optimising processes, and enhancing cross-functional collaboration.

The Product Ops team has a passion for problem-solving, and they identify product weaknesses before customers and competitors do. The 3rd Line Support will be identifying and implementing operational and product departmental efficiencies through product development or new/refined processes, and improving the overall product based on customer needs.

The 3rd Line Support takes responsibility for relaying insights back to the Product Management team for areas where improvements can be made.

The 3rd Line Support at Conferma is responsible for:

• Providing technology support on behalf of product teams to maximise service requests that can be handled by service desk, or experienced colleagues.
• Identifying training requirements and needs of the Service Desk and facilitate that training.
• Documenting processes and functionality, working with the Technical Writing team where appropriate.
• Improving the customer experience by removing the need for service requests, driving ticket deflection as a service initiative.
• Routing of priority or complex requests to the appropriate person.
• Prioritisation of tickets by customer and/or urgency so that they can be addressed by the wider product teams in the most appropriate order, escalating where required.
• Triaging and experimenting with cases escalated from the L2 Service Desk team to the Product Department.
• Working with the wider Product department to get swift answers to service related questions, or identifying defects in a timely manner.
• Logging of defects with the appropriate level of prioritisation with full detail, replication steps, and appropriate evidence.
• Keeping the customer feedback loop informed of updates and expected timelines to resolution.

Product Operations

• Streamlining or automating routine tasks to help the product and operations teams use their time more efficiently.
• Identifying issues, proposing innovative solutions, and driving continuous improvement.
• Analysing and identifying trends to make data-driven decisions, with a view for product enhancement.
• Ensuring key customer experience considerations and recommendations are passed back to Product Management.
• Liaising with the Customer Success and the Sales/Commercial teams

Requirements

You have:

• Attention to detail and ability to spot process inefficiencies
• Ability to analyse data and make recommendations for improvements, with presentation skills to translate this to key stakeholders
• A creative thinker with a proactive and solution-oriented mindset, able to come up with successful solutions for complex problems and confidence in proposing and implementing those solutions
• A good communicator, able to pinpoint and share insights with the wider team, as well as stakeholder management
• Great organizational skills to keep on top of to-do lists and prioritize tasks, ensuring timely delivery
• Ability to thrive in a fast-paced and ever-changing environment
• Solid experience in a customer centric role preferably within a service, operations, product or onboarding capacity
• Knowledge of service desk tools and IT systems/ applications
• Proven experience contributing to the successful delivery of secure, scalable, and reliable solutions.

You are:

• A problem solver. You think clearly and quickly about issues. You have an eye for detail and identify critical information within complex scenarios. You use the relevant information to make a balanced judgment and follows through to action.
• Able to work within a team, with excellent time- management skills, and the ability prioritise workload under pressure.
• An exceptional communicator with the ability to interact effectively with customers and team members.·Committed to delivering excellent customer service and satisfaction.
• A collaborative team player, fostering teamwork and cross-functional collaboration to achieve common goals.
• Adaptable and resilient, able to thrive in a fast-paced, dynamic environment and navigate change with ease.
• Focused on outcomes and collaborating with your team to deliver your objectives.
• Well connected. You maintain good communication in your team and with your stakeholders. You understand when to consult or involve others. You remain aware of the bigger picture and identify what is important.
• Always learning. You are committed to learning and being challenged within your role. You will always be looking to improve your skills and knowledge.

Other information

Compensation

Salary & Bonus: Dependent on experience, and skills

Benefits at Conferma

At Conferma we understand that our people are what make us great. We have set out to provide a comprehensive benefits package that includes everything you would expect, as well as providing flexibility for you and your family.

• A salary sacrifice pension to maximise your contributions
• Life Assurance cover to provide peace of mind
• Enhanced Company sick pay to put your mind at rest
• Single cover private medical scheme, with the flexibility to add family members at your own cost
• 33 days paid annual leave to allow you to focus on what\’s important to you outside of work
• The ability to purchase up to 10 additional days holiday each year to enable additional time off
• Additional paid time off for life events, such as moving house or getting married
• An additional days leave on or around your birthday
• Enhanced paid parental leave on the birth or adoption of your child
• A confidential Employee Assistance program (EAP) available to all 24/7
• Access a range of fantastic additional rewards, such as Cycle 2Work, Gym Membership, Tech Scheme and discounted shopping and Cinema tickets, via Conferma Rewards

Diversity Equity and Inclusion

We are committed to ensuring equal opportunity for all. We intend that no job applicant or employee shall receive less favorable treatment, nor be disadvantaged by any conditions or requirements which are irrelevant.

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