Helpthemove
Technical Operations Support Specialist
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Summary
As a Technical Operations Support Specialist, you'll help maximise revenue opportunities and enhance the customer journey by working closely with our Technical team to resolve unsuccessful entries created via the API, reaching out directly to clients to overcome any blockers and get their data flowing smoothly. As part of the Operations team, you'll work across departments and become a subject matter expert in API integrations — supporting our largest clients to onboard successfully and get the most value from our partnership. You'll also build and maintain relationships with external third parties such as our energy partners, councils, and water suppliers, working with them to find better ways of collaborating — whether through council web forms or other technical integrations.
Responsibilities
- Respond to internal and external emails and queries within business SLAs
- Build strong working relationships, both internally and externally
- Maintain accurate client records and contact information
- Accurately input and update client and operational data within the HTM operating system
- Contribute to achieving company financial targets
- Train and support customers on API integrations and data reporting via phone, email, web chat, or video call
- Work with the Technical team to resolve unsuccessful API entries, contacting clients directly to resolve blockers and maximise conversions
- Manage council web notifications and identify opportunities to automate them
- Carry out data validation checks and help maintain data accuracy and integrity across systems
- Collaborate with developers, product managers, and other stakeholders to clarify requirements and improve the quality of deliverables
- Use Excel and PowerBI to analyse data, build reports, and support decision-making
- Work with internal teams to understand data needs and provide relevant support
- Support the continuous improvement of processes and workflows, identifying opportunities for optimisation
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Key Skills
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- Experience in a technical support role is preferable but not essential
- A track record of maintaining high service standards, both internally and externally
- Confident, with the ability to build rapport across internal and external stakeholders
- Strong time management skills, able to prioritise a high-volume, varied workload
- Effective planning and problem-solving skills, with the ability to stay calm under pressure
- Strong data management skills, with a keen eye for detail
- Familiarity with PowerBI for reviewing and using existing reports and dashboards
- A genuine interest in technology and its application to operational processes
- Client-facing or internal training experience is desirable
- Excellent verbal and written communication skills
- Comfortable working both independently and as part of a team
- A positive, can-do attitude, with a hunger to succeed and a willingness to learn
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