Client Support Analyst – NORAM

Client Support Engineer US based

Permanent

Remote

Competitive salary depending on experience and rewarding benefits package

 

We are looking for an Client Support Engineer or Analyst to manage all service requests to provide total satisfaction to clients, partners and MPP Global stakeholders through all communication channels: phone, email and web portal. This role will be to provide high quality, in-depth technical analysis and supporting information to internal and external stakeholders in the shortest possible time frame, as well as contributing to best-in-class Incident Management resolution.

 

The key responsibilities of the role will be as follows:

 

Analyzing and responding to B2B service requests from our client / partner base.

Raising and monitoring the progress of tickets, escalating internally as required.

Contribute to ticket prioritization discussions, representing the clients’ interests internally.

Compiling client service activity and metrics reports including reporting of this information to Management as requested.

Produce consistent daily management KPI statistics as directed by team management.

Providing an inbound response service for clients and partner via the telephone, e-mail and the web. Providing proactive key account management to promote the eSuite service and ensure a high standard of satisfaction for clients / partners, including outbound calling and service review meetings.

Ensuring client SLAs are met daily in terms of inbound call handling and service request fulfilment. Liaising with various internal departments to ensure all data related information is accurate.

Must be highly literate with good email etiquette.

Carry out any other associated tasks deemed necessary by Management.

Provide support to obtain more in-depth information in relation to service requests from clients / partners.

Provide quality technical information on all client / partner related service requests which are escalated to 3rd line, allowing developers to investigate quickly with an accurate view of the scope and effect of the issue.

Assistance in the creation and management of stored SQL tools for the use by first line analysts.

Act as a process owner for all system monitors running as scheduled SQL tasks and ensure integration with the wider suite of monitors deployed in eSuite.

Provide technical expertise when gathering information from clients as to the nature of any data fixes as well as carrying these out with a robust audit trail and in line with company Change Control policy.

Extract data in support of client / partner queries, to provide an understanding of the background for a given presentation.

Provide specific data extracts as requested by clients / partners.

The ability to understand and write complex T-SQL queries.

Carry out Problem Management duties in respect to any major and minor incidents as one of the incident management team members.

The ability to work well under pressure and continuously prioritize the few key critical tasks impacting clients / partners.

Familiarity with REST API calls as part of investigations would be advantageous.

Provide pro-active assessment of existing system functions and working processes to identify areas of improvement as part of Continual Service Improvement.

Provide support to first line analysts through creation of and support with stored Presto SQL queries in AWS Athena, for their use in initial triage of service requests.

Provide training and guidance to other team members on investigation best practice in support of their own work and to allow them to self-serve where possible.

Participate and deliver on all the departmental assigned KPI and contribute to Daily Management in support of complying with client contractual SLAs.

 

Key Skills:

 

Ability to work well under pressure and continuously challenging oneself to focus on the key critical areas whilst load balancing the overall output, in conjunction with direction from line management. Must possess excellent client service skills, remain calm, patient, empathetic and polite in all situations.

Excellent verbal communications skills: will be confident and articulate, able to absorb information and disseminate it clearly to others.

Able to build positive relationships with colleagues.

Demonstrable client / partner focus.

MPP Global is a highly technical company and you should have a good consumer facing understanding of web-based computer systems, tablet and mobile phone type devices.

Open to giving and receiving constructive feedback.

Have an analytical, problem-solving approach with an eye for detail.

Have strong commercial awareness.

Can build and maintain strong relationships with key account clients / partners.

Familiarity with Presto SQL and C# is advantageous.

Familiarity with REST API calls as part of investigations would be advantageous.

Use of ticketing systems such as Jira and Freshdesk / Zendesk.

A firm belief and understanding in the value of procedure and version control.

Use of T-SQL and SQL Server Management Studio.

Familiarity with Presto-SQL an advantage, for use in AWS Athena systems.

Familiarity with Linux an advantage.

Familiarity with SQL analysis, debugging and trouble shooting.

Experience with regular service review meetings and discussing active tickets in support of triage

 

Why work for MPP?

 

MPP Global work well together as a talented and dedicated team. We’re characterised by pace, progress and change, and believe in unlocking everyone’s potential. Above all, we value every contribution our people make towards our clients, and reward it.

 

Learning & Development – We encourage constant learning so you can stay sharp

Continuous Performance Managing (CPM) – Regular pay reviews throughout the year mirroring a transparent and clear career structure

Rapid growth resulting in quick and structured career progression and backfilling

Remote Working and Flexible Working Hours

Friendly ‘People First’ culture with a People team in place solely dedicated to staff and their needs

Quarterly social events and monthly Employee of the Month announcements and company updates

 

Follow the link to apply directly.

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