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Technical Account Analyst

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Information Technology & Systems
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182144 Requisition #
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You will be working as part of our high performing Targeting business unit. Our business unit continues to grow year on year since and is focused on helping clients to maximise their return on marketing investments. As we grow so will you, in this vibrant and entrepreneurial business.

 

Working as a 2nd line Support Analyst, you'll sit at the very heart of what  we do, contributing to our clients goals every step of the way. Primarily focused on providing 2nd line escalation support support, you'll be a customer focused individual with a knack for problem solving. Working with a broad range of stakeholders you'll ensure our clients have the best customer journey possible. Ideally you'll be a graduate calibre candidate with an interest in technology and data. Full training will be provided


Essential Duties and Responsibilities

 

2nd line escalation support for our technical product portfolio, supporting all ongoing client management, including the review and coordination of process and development improvement.

  • Build good working relationships with other teams ensuring the quality of support is optimised.
  • Drive process efficiencies and document them, as required.
  • On boarding new clients with installs whether online or on premise and ongoing maintenance of client access. 
  • Responsible for the production of required reporting to the Business (MI)
  • Take responsibility for own personal development plan (seeking support from line manager, where required) identifying strengths, skill/knowledge gaps, training and coaching required and future career aspirations.  
  • Ensure knowledge of solutions taken by clients is constantly reviewed to ensure is at appropriate level.
  • Building subject matter expertise to support our clients using and accessing/delivering our product portfolio. 

Knowledge Experience & Qualifications

  • 2nd line support experience
  • Incident or query management experience
  • Experience in an operational delivery role
  • Experience in managing external client relationships and internal stakeholder/supplier relationships

 

  • Ability to analyse, report and review service performance
  • Strong client focus with excellent active listening skills
  • Ability and confidence to communicate at all levels internally and externally and explain complex issues in clear, concise, persuasive language both verbally and in writing
  • Ability to handle conflict and manage resolution
  • Excellent analytical skills

 

What’s on offer

 

On top of your base salary, we offer:

 

·         Performance related bonus scheme

·         25 days' annual leave (plus the ability to purchase 5 additional days)

·         Generous contributory pension

·         Opportunity to buy shares with the company share-save scheme

·         Life assurance

·         Medical and Dental cover

·         Retail discount schemes

·         3 Community involvement days per annum

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