In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under mounting pressure. Now, more than ever, companies need reliable data, analytics and actionable insight.
Wood Mackenzie is the leading global provider of data and analytics solutions for the renewables, energy and natural resources sectors.
Wood Mackenzie's services include data, analytics, insight, events and consultancy. A trusted partner for over 50 years, Wood Mackenzie's team has over 2,300 experts across more than 30 global locations who cover the entire supply chain.
Wood Mackenzie Values
- Inclusive we succeed together
- Trusting we choose to trust each other
- Customer committed we put customers at the heart of our decisions
- Future Focused we accelerate change
- Curious we turn knowledge into action
Job Title
Lead Specialist Customer Support
Contract Length
Permanent
Reports To
Director, Head of Customer Support
Salary
TBC
Advertised Job Title
Lead Support Platform Specialist
Band
E
Location:
Delhi
Job Code
Company
Wood Mackenzie are the global research, analytics, and consultancy business powering the natural resources industry. For 50 years, we have been providing the quality data, analytics, and insights our customers rely on to inspire their decision making.
Our dedicated oil, gas & LNG, power & renewables, chemicals, metals & mining sector teams are located around the world and deliver a variety of projects based on our assessment and valuation of thousands of individual assets, companies, and economic indicators such as market supply, demand, and price trends.
We have over 1,900 employees in 30 locations, serving customers in nearly 80 countries. Together, we inspire and innovate the markets we serve providing invaluable intelligence to help our customers overcome the toughest challenges, and make strategic decisions that will, ultimately, accelerate the world's transition to a more sustainable future.
WoodMac.com
Wood Mackenzie brand video
Role Purpose
The Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscriptions and supporting revenue growth through quality Customer Experience (CX). The Customer Support team within CO plays a crucial role throughout the entire customer lifecycle, reactively helping our customers with their immediate needs.
We are looking for a
Lead Support Platform Specialist to become an established expert in our Customer Support Platform, Intercom. This role will involve alignment with the Director, Head of Customer Support on business strategy pertaining to the Customer Support Platform. You will be responsible for creating, managing and executing both internal and external workflows as we further embed and enhance the Customer Support platform technology in the business and with our customers.
You will work in close collaboration with stakeholders of varying levels across the wider business to constantly structure the Customer Support Platform for maximum impact and value, and will be the first point of contact for our vendor relationship.
Main Responsibilities
- Become an established expert of the Intercom platform and a strategic partner. Act as primary point of contact for Vendor, building strong relationships and ensuring key information is communicated both ways
- Maintain constant alignment with Customer Support and wider business strategy pertaining to the Customer Support Platform
- Create and maintain customer workflows, and internal processes in the Customer Support Platform. Ensure these evolve in line with strategy, and are continuously fit for purpose
- Troubleshoot any technical issues. Use in-depth understanding of platform to resolve internally, and work closely with Intercom Customer Support and account team to resolve as necessary
- Create key business reports in Customer Support Platform. Ensure these are established for Leadership team to view in real time
- Create live supervisor dashboards and support line managers with day to day system operations
- Report out customer insight and Customer Support team performance vs. metrics to senior leadership on a regular cadence
- Collaborate with key stakeholders across Sales, Marketing, Research, Product, Technology to ensure continuous alignment on business needs pertaining to the Customer Support platform
- Ensure content in the self-service platform is kept up to date. Review customer insight and build-out content
- Improve CX by ensuring frictionless journey's and solutions. Proactively identify any needs for process improvement and make suggestions to Head of Customer Support
- Ensure Customer Support & Product Specialist teams are trained regularly on ongoing enhancements and workflow changes to maximise use of the system and ensure operational effectiveness
- Ensure internal workflows between intercom and salesforce are efficient and accurate
- Support Product Specialist team with training video and content management
About You
- Customer Support platform ownership/ management
- Fluent in written and verbal English with excellent communication skills (listening, written and verbal)
- Be customer-obsessed. Consider customer experience at all times and strive to exceed their expectations with the Customer Support platform
- Technically adept: Building support platform workflows e.g. live chat, ticket lifecycles
- Experience working with Microsoft applications, including advanced Excel skills are essential for this role
- Strong knowledge of a Customer Support Platform is highly preferred but not essential
- Data Analysis and visualisation - you enjoy digging into data and finding important indicators of performance
- Ability to work autonomously and problem solve, thoroughly investigate issues before escalation
- Strong initiative and drive to innovate
- Working knowledge of the Natural Resources industry is a desirable but not a prerequisite
Expectations
- Ability to adapt, take initiative, and be proactive and resourceful
- A passion for innovation, growth, and a relentless dedication to our customers
- Good organizational, presentation, and time management skills
- Good communication and interpersonal skills, with the ability to effectively listen, influence, and relate compassionately to the customer's needs/ requirements
- A strong learner with a curious mind
- Strong aptitude and passion for technology and ability/desire to learn new software
- Ability to prioritize work and tasks effectively to achieve the best internal and customer outcomes
- Cultural awareness and appreciation for diversity
- Due to the global nature of the business, flexible working will be required to accommodate different time zones.
- We are a hybrid working company and the successful applicant will be expected to be physically present in the office at least 2 days per week to foster and contribute to a collaborative environment
Wood Mackenzie Values
- Inclusive we succeed together
- Trusting we choose to trust each other
- Customer committed we put customers at the heart of our decisions
- Future Focused we accelerate change
- Curious we turn knowledge into action
Equal Opportunities
We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov
If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.
Find out more at [Confidential Information]
