Support Analyst - Newcastle Upon Tyne, United Kingdom - Ronald James

Ronald James

Verified Company

Newcastle Upon Tyne, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are looking for a Support Analyst to join a company within the fintech sector. They are looking for an excellent communicator willing to help their customers.

As a support analyst your main role will be to assist both buyside and sell-side customers withqueries when using their services.

YOUR RESPONSIBILITIES

To update and document external client issues and own and prioritise the list of open cases and coordinate the responses for 2nd and 3rd line support questions
Help customers use specific features as needed
Analyse and report product bugs and followup with customers once fixed
Create and maintain user FAQs
Setup new clients and users logins
Maintain and improve approval processes for user onboarding
Ensure quality of data on users is consistent and up to date
Gather customer feedback and share with product, sales, marketing teams
Produce monthly user and activity reports
Create and maintain up to date lists of users / client coverage for existing and prospects
To maintain error logs in coordination with Technology

MANDATORY SKILL SET