Platform Support Analyst
Hybrid working and benefits
£22-24k per annum
Our fantastic client who are a market leader in their field and offer an amazing working environment and career progression are seeking a Platform Support Analyst to join their team.
Main duties:
- Build a strong knowledge of our products and become an expert
- Manage user's onboarding experience, checking data and issuing log ins to the platform to enable registration.
- Regularly reviewing this process to identify opportunities for improvement.
- Provide ongoing support to all platform users and manage any resulting queries including escalating and liaising with other teams where required.
- Ensure assistance and training is provided: enabling users to identify reports, set parameters and schedules.
- Identify improvements in service through building and understanding customer requirements, problem solving, sharing knowledge, and suggesting continual improvements within the team
- Fully manage allocated utility logs using CRM database, actioning, reviewing, and responding to all areas of individual responsibility in line with Project Delivery and Support procedures.
- Manage Project Delivery and Support mailbox, taking ownership of allocated logs and prioritizing workload.
- Proactive use of telephone and follow up with emails to always maintain clear audit trail.
- Generation and analysis of monitoring statistics Maintain accurate notes of conference calls and in-house meetings as required and promptly distribute as necessary.
- Demonstrate ownership of tasks, activities and projects and use initiative.
- Participate in regular training/ learning activities to maintain and develop skills and knowledge. Adhere to all policies, procedures and working practices.
Skills required:
- Articulate, professional and clear verbal communication skills.
- Present information clearly and in an engaging way.
- Good interpersonal and rapport-building abilities.
- Precise and appropriate written communication skills.
- Good telephone manner
- Good listener; can understand the needs of customers and colleagues
- Strong problem-solving and analytical abilities
- Keep up to date with advances in business area, new methods and ways of working.
- Strong administrative and organisational skills.
- Intermediate knowledge of Excel, Word and Outlook.
- Confident and accurate use of departmental computer systems/databases.