Platform Support Analyst
- Job Type: Hybrid
- Location: Horley, United Kingdom
- Salary: Competitive
Join a fast-growing technology-based business leading the market in energy data and services. We are looking for a Platform Support Analyst who is passionate about solving problems and ensuring data integrity. This role involves becoming an expert user of our products, managing the onboarding experience for users, providing ongoing support, and identifying service improvements.
Day to Day of the Role:
- Build a strong knowledge of our products.
- Manage the user onboarding experience, ensuring data accuracy and issuing logins for platform registration, while seeking opportunities for process enhancement.
- Provide comprehensive support to all platform users, managing queries, and escalating issues to other teams as necessary.
- Assist and train users in identifying reports, setting parameters, and scheduling within the platform.
- Identify and suggest continual improvements in service by understanding customer requirements and sharing knowledge within the team.
- Manage utility logs using CRM database, actioning, reviewing, and responding in line with Project Delivery and Support procedures.
- Take ownership of the Project Delivery and Support mailbox, prioritising workload effectively.
- Maintain clear communication with users through proactive phone use and follow-up emails, ensuring a clear audit trail.
- Generate and analyse monitoring statistics.
- Keep accurate records of conference calls and meetings, distributing notes promptly.
- Demonstrate ownership of tasks and projects, showing initiative.
- Participate in training to maintain and develop skills and knowledge.
- Adhere to all policies, procedures, and working practices, ensuring health and safety compliance.
Required Skills & Qualifications:
- Strong problem-solving and analytical abilities.
- Up-to-date knowledge of business area advancements and new working methods.
- Strong administrative and organisational skills.
- Intermediate knowledge of Excel, Word, and Outlook.
- Confident and accurate use of departmental computer systems/databases.
Benefits:
- Competitive salary and benefits package.
- Opportunity to work in a dynamic, innovative environment.
- Support for professional development and continuous learning.
- A friendly and passionate team dedicated to making a difference.