Job Details - PREVIEW

The Financial Times is transforming FT.com. It is applying the integrity, authority and editorial wisdom built up over the past century to create an unrivalled online news experience. At the centre of this experience are our members – casual users, those who have registered or paid to subscribe to access the best quality journalism in the world. We are looking for an experienced candidate to support the products on our site to ensure quality customer experience for all our users.
The product support executive will be the first port of call for our global customer service teams and be responsible for managing issue resolution with our 3rd party suppliers and internal teams. Being a bridge between our customers and the product management department, you will be responsible for feeding end user information to shape new product developments on the website.

JOB DESCRIPTION
Job Purpose

• To be the first point of escalation for customer service queries from end users / internal staff for all FT.com products.
• To improve FT.com support processes across the business.
• To provide general support for the FT.com product development team.
• To work closely with customer services to provide real customer insight to the product management team.

Main Duties and Responsibilities

• To be the main FT.com contact for the global customer service teams.
• To log, manage and co-ordinate the resolution of all FT.com support issues referred from customer services.
• To manage all 3rd party supplier maintenance relationships.
• To streamline existing support processes to improve our customer experience.
• To maintain and improve where possible communication between our users, support teams and product development department, to ensure user feedback is factored into the product development process.
• To log and raise issues that require resolution by the internal IT team.
• To act as a bridge between internal IT teams and internal departments to communicate issue status and resolution.
• To administrate the work flow for Online Enhancement Team and the Online IT group
• Ensure the consistency and accuracy of the online project billing
• To provide general support to the Product Development Team

PERSON SPECIFICATION
Qualifications / Competencies / Skills / Experience
Essential

• Good basic understanding of web technologies – RSS, HTML, XML.
• Excellent troubleshooting and problem resolution skills.
• Ability to quickly and coherently summarise trends in issues, and recommend a course of action.
• Excellent communication skills – able to clearly and concisely convey information between internal teams and 3rd parties.
• A pro-active approach to work.
• Ability to continually improve product support processes and methodologies
• Strong interpersonal skills with the ability to work in a dynamic, fast-paced environment
• Strong administration skills
• Ability to work autonomously, putting strong processes and structures in place.

Desirable

• Experience of working in an online support environment
• Knowledge of FT.com product set / e-Rights system
• Experience at writing SLAs

Pearson is committed to equality of opportunity. We are determined to create a diverse group at all levels of our company -- and we welcome all members of the community we serve to apply for openings with us.