Product Support Analyst
We’re looking for a Product Support Analyst (must have HTML skills) to join our growing team at dotdigital
Our contemporary work space and strong team-working ethic promotes creativity and collaboration across all teams and offices.
We offer a competitive salary package, a great working environment in our vibrant offices and the opportunity to become part of a thriving and rapidly growing, award winning company.
Our Product Support team provide 1st and 2nd line support to customers using core dotdigital functionality. You’ll resolve inbound support requests from customer via phone, chat and email. These must be appropriately prioritised in line with our support SLA’s and issue details accurately recorded and categorised.
As a Product Support Analyst you’ll resolve a diverse range of support issues:
- Email deliverability
- High profile and VIP customers
- Providing direct end user support via telephone, email and chat, ensuring all interactions are recorded in our support ticketing system (Zendesk)
- Categorising tickets, ensuring issues are clearly documented and required support succinctly summarised
- Managing your own ticket queue, taking ownership of issues and ensuring adherence to our support SLAs
- Escalating support tickets promptly where you’re unable to resolve
- Communicating professionally with customers and internal teams
- Supporting the wider team in achieving high customer satisfaction
- Essential: Good HTML knowledge and excellent all round IT skills
- Essential: Great communication skills, oral and written
- Essential: A true ‘people person’ with an awesome approach to customer service (particularly with high profile customer groups)
- Super-analytical with supreme problem-solving abilities
- Excellent workload management and work prioritisation skills (especially when working under pressure)
- Previous experience with email marketing and/or related technologies
- Previous experience providing software support an advantage
- Previous experience with ecommerce and/or CRM software an advantage