Platform Support Analyst - 12 month FTC

Hybrid working and benefits

£22-24k per annum

Our fantastic client who are a market leader in their field and offer an amazing working environment and career progression are seeking a Platform Support Analyst to join their team.

Main duties:

• Build a strong knowledge of our products and become an expert
• Manage user’s onboarding experience, checking data and issuing log ins to the platform to enable registration.
• Regularly reviewing this process to identify opportunities for improvement.
• Provide ongoing support to all platform users and manage any resulting queries including escalating and liaising with other teams where required.
• Ensure assistance and training is provided: enabling users to identify reports, set parameters and schedules.
• Identify improvements in service through building and understanding customer requirements, problem solving, sharing knowledge, and suggesting continual improvements within the team
• Fully manage allocated utility logs using CRM database, actioning, reviewing, and responding to all areas of individual responsibility in line with Project Delivery and Support procedures.
• Manage Project Delivery and Support mailbox, taking ownership of allocated logs and prioritizing workload.
• Proactive use of telephone and follow up with emails to always maintain clear audit trail.
• Generation and analysis of monitoring statistics Maintain accurate notes of conference calls and in-house meetings as required and promptly distribute as necessary.
• Demonstrate ownership of tasks, activities and projects and use initiative.
• Participate in regular training/ learning activities to maintain and develop skills and knowledge. Adhere to all policies, procedures and working practices. 

Skills required:

• Articulate, professional and clear verbal communication skills. 
• Present information clearly and in an engaging way. 
• Good interpersonal and rapport-building abilities. 
• Precise and appropriate written communication skills. 
• Good telephone manner 
• Good listener; can understand the needs of customers and colleagues 
• Strong problem-solving and analytical abilities 
• Keep up to date with advances in business area, new methods and ways of working. 
• Strong administrative and organisational skills. 
• Intermediate knowledge of Excel, Word and Outlook. 
• Confident and accurate use of departmental computer systems/databases.