VinciWorks is looking for a talented Support and Implementation Specialist to join our support team. We provide innovative compliance software for leading companies in the UK and around the world.

The Support and Implementation Specialist at VinciWorks will work with our latest software technology, Omnitrack. You will support our Team Lead, guiding clients through their onboarding and implementation process. You will then continue with the customer through their journey, working to solve their problems.

Clear communication, empathy, tenacity, and technical smarts are keys to success. You should be able to explain complex and sometimes technical ideas in simple terms and translate the customer experience into feedback and product specifications.

This is an excellent opportunity for a person who is motivated by solving real problems for real people. Since this role is multidisciplinary and collaborative by nature, it is also a great stepping stone as a path to other roles in the team. You will be consistently engaged by diverse and interesting challenges. A familiarity with project management, Excel, or SQL is a plus, but you can succeed in the role without formal training in these areas.

Roles and responsibilities

As part of your role, you will:

• Understand how the client will utilise Omnitrack and create a working Omnitrack solution
• Regularly communicate with clients (online meetings and emails) to gain a deep understanding of how they use Omnitrack and use that understanding to improve the product
• Understand and analyse requests and issues to ensure that we are addressing them accurately and comprehensively
• Address and solve identified client issues directly
• Use creativity to temporarily alleviate the impact of issues if a solution is not immediately possible
• Be interested in learning how to investigate product bugs and understand databases (JSON/SQL) to find underlying root causes
• Describe the results of your investigations in a ticket for the Development Team
• Work collaboratively with other members of the Support Team to manage open client tickets effectively
• Manage client expectations and provide an estimated timeline to resolution
• Facilitate inter-department work and communication on more complex Omnitrack projects

Skills required

• Customer empathy – understand what the customer really means
• Excellent written and verbal communication
• Equally excellent listening skills
• Imaginative problem solving
• Attention to detail and quality – ownership of your work
• Ability to handle multiple projects and manage varying timelines
• Ability to collaborate with colleagues from diverse backgrounds and skill sets
• A big plus for demonstrated familiarity with SQL, advanced Excel skills or JavaScript
• 3+ years of relevant work experience

Location and hours

This role is home based in the UK.

Salary range

The salary range for this position is £30,000 - £40,000 GBP per year , depending on skills and experience.

About VinciWorks

Founded in 2004, VinciWorks is a profitable growing company focused on delivering cutting edge products in e-learning, regtech, risk and compliance. With over 250,000 users across 70 countries, VinciWorks has established itself as a global authority in risk and compliance.

VinciWorks is seeking great people to accelerate growth and build a new generation of products. VinciWorks has a flexible, friendly work environment with a bright, passionate and collaborative team.

Our core values are:

• You don’t need permission to innovate
• Nothing should be done today just because it was done yesterday
• Say what you think
• Take responsibility
• Do what you say you will do
• Aspire to understand the business end to end
• Always be growing

Diversity at VinciWorks

We understand that life is complicated and you might have a really intricate and complicated work-life requirement. Our goal is to remove the structural barriers and daily frustrations that too many tech companies inflict on underrepresented workers. From day one, our company has been about respecting and valuing our employees, and you’ll be supported by every level of our organization when you join our team. We support workplace diversity.

VinciWorks does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, sexual orientation, marital status, disability, or any other protected class. If you have a disability, we're more than happy to accommodate your needs and make the interview process better for you.

Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.