Product Support Analyst

Job Description

Product Support AnalystLondon Bridge, Central London Why UniqodoUniqodo is a fast-growth SaaS business, at the forefront of marketing technology. We are a promotion experience platform that helps eCommerce businesses deliver end-to-end promotional journeys by combining the performance of a promotion engine with onsite experiencesolutions. We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, colour, nationality, religion, gender identity, sexual orientation, disability status, citizenship or marital status.Solving challenges isn’t just what we do for our clients, it’s how we approach everything we do. We’re stronger together and like to go the extra mile to help people grow personally and professionally. Solving problems goes hand in hand with positive debate,and we encourage our team to challenge anything they can improve. The Benefits - Salary: Up to £48,000 per annum- 4-day workweek- 25 days holiday per year- Pension scheme- Market-beating protection- Regular social events- Flexible working hours- Remote working flexibility The RoleThis a brand-new role to help our growth over the coming years and grow our position in the industry. We have an amazing track record to build on, with a wealth of impressive brand names on our client list and a bank of great client work. We’re looking fora superstar to join us as our Product Support Analyst to provide excellent product and technical support that delights our clients and internal stakeholders.You can expect to collaborate directly with our supportive engineering and account management teams. This role will report directly to the CTO and Founder initially. You will be the first member of our newly created Technical Support team, with a huge opportunityto shape the systems, processes and services we deliver with support directly from the founders to set up the Technical Support function. We’re looking for the right individual who is excited by the challenge of developing this function, hungry to learn andwho loves collaborating with others to solve problems.What You Will DoClient Excellence- Provide excellent support on technical queries about our platform directly to clients as well as the account management team by resolving issues promptly in line with our support SLA.- Collaborate hand-in-hand with our account management team to deliver client satisfaction with regard to technical support queries.- Communicate effectively and personably directly with clients, assisting some of the world’s largest brands like TUI, Expedia, Boots and LG.Technical Support- As the first member of the team, you will be heavily involved in developing the systems and processes we use for Technical Support.- Manage integrations for new clients as part of the wider onboarding process, with support from our expert engineering team.- Monitor existing live integrations for issues, suggesting improvements and helping clients resolve issues.- Decide the escalation of queries based on the support process in place attempting a resolution first and then escalating to the relevant team where necessary.- Effectively manage client expectations and ensure realistic deadlines are met through excellent communication with both the client and internal teams.- Provide regular KPI reports to the CTO on the support function recommending ways to improve efficiency.- Ensure every issue has the most appropriate priority and make client satisfaction a key factor in prioritisation.- Identify opportunities for automation and suggest or implement improvements to the process where it adds value to the business.Product Expertise- Become a specialist in our products to a level that enables you to provide product support and advice to internal teams and clients.- Assist the commercial team in product demonstrations to prospective clients by answering technical questions and providing product advice and recommendations on how to use the platform to solve various challenges.- Support the account management team in technical and project-based meetings with clients.- Develop and maintain our product and troubleshooting documentation.About YouRequired SkillsIf you have the following, we would love to hear from you:- Experience in a technical support or software development role.- A good understanding of web-based applications and APIs.- The ability to learn and develop an intimate knowledge of a technical product.- Good organisational skills and the ability to manage a busy workload effectively.- Excellent problem-solving and troubleshooting skills.- Excellent written and verbal communication skills.Bonus SkillsThe following are beneficial to your application, but not essential:- Experience working in a similar role within a SaaS or a marketing technology business.- Experience in a previous client-facing role.- Experience in a previous software development role.- Experience debugging web applications and browsers.Assessment Process Successful applicants will be invited to participate in the below interview process:1. Initial interview with our CTO.2. Technical & competency-based exercises.3. Final stage interview.4. Meeting with the wider team.Webrecruit and Uniqodo are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conductbusiness and we believe that the more inclusive our environments are, the better our work will be.So, if you want to step into an exciting new role as a Product Support Analyst, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.