AddressWPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.
Working at WPP means being part of a global network of more than 115,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide.
We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology.
WPP and our award-winning agencies work with most of the world's biggest companies and organisations – from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 307 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 20th in the FTSE 100 rankings for Women on Boards.
Why we're hiring:
At WPP, technology is at the heart of everything we do, and it is WPP IT's mission to enable everyone to collaborate, create and thrive. WPP IT is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP's petabytes of data.
The vision of the WPP Open Platform is to create a unified development and architecture framework, supported by robust infrastructure, for the creation of digital products across WPP. The platform aims to be the single access point for top-tier technology and data for our agencies, enabling them to build, scale, and share products and applications across the business, enhancing visibility and collaboration. With Open, we aim to meet client needs swiftly and reduce the time to market for new capabilities.
As a Intercom Support Engineer, you will play a crucial role in delivering first-rate support services to our customers across our platform. You will join a global team of Application Support Specialists and act as the initial point of contact for all support activities in your region. This high-visibility role requires a hands-on approach and a commitment to providing an exceptional service experience for our customers. You will actively contribute to the stability and resilience of the platform by implementing industry-standard Support practices in alignment with WPP IT policies. Intercom serves as our support overlay, through which our dedicated support agent receives requests from both the business and support team to configure and implement various Intercom functionalities. Our agent also analyses and implements automations, improves Intercom's AI capabilities, and integrates ITIL into Intercom for enhanced support purposes.
You will report to the Support Manager and collaborate with other teams within Platform Services.
What you'll be doing:
- Provide first-line technical and application support to clients.
- Maintain a confident demeanour when dealing with clients experiencing issues.
- Investigate the root causes of non-conforming software and train users to implement solutions.
- Monitor debugging process results.
- Conduct comprehensive regression testing when bugs are resolved.
- Execute basic Level 1 support tasks, including access requests for approved applications.
- Document detailed notes related to each support ticket, recording error messages, troubleshooting steps, and other relevant information for resolution purposes.
- Follow established procedures to resolve user issues.
- Use decision trees to escalate user issues to the appropriate team.
- Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs).
- Collaborate with various internal teams to promptly resolve issues.
- Identify opportunities for process enhancement and/or customer experience improvement.
- Contribute to maintaining a knowledge base to expedite future issue resolutions.
- Assist the client service team in generating client reports through the ticketing system.
- Maintain and update the support ticket tracking system.
- Keep user instructions updated to ensure accuracy and relevancy.
- Proficiency in configuring and implementing software functionalities (will receive training)
- Ability to analyse and implement automations (will receive training)
- Strong understanding of ITIL principles for support purposes
- Experience in improving AI capabilities (will receive training)
- Excellent communication skills to receive requests from both the business and support team
What you'll need:
- Understanding of Web Technologies: Basic knowledge of HTML, CSS, JavaScript, and other web technologies.
- Experience with Support Tools: Familiarity with customer support ticketing systems such as Zendesk or Jira Service Desk, Intercom, Service-Now.
- Familiarity with Operating Systems: A good understanding of various operating systems (Windows, Linux, MacOS).
- Basic understanding of SQL.
- Problem-Solving Skills: Ability to troubleshoot and resolve common technical problems.
- Communication Skills: Ability to clearly communicate technical information to non-technical users.
Desirable requirements:
- Basic Programming Knowledge: understanding basic programming concepts can be helpful in diagnosing issues.
- Understanding of cloud services like AWS, Google Cloud, or Azure.
- ITIL principles
- Understanding of AI functionalities.
Who you are:
You're open:We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.
You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.
You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.
What we'll give you:
Passionate, inspired people – We promote a culture of people that do extraordinary work.
Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.
Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?
WPP is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.
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