Associate Support Analyst

Are you looking to sink your teeth into a pivotal role within a growing Customer Support team ? Are you excited by the tech space and want to join an innovative, market leading organization? Do you want to work for a fast-paced global company? If the answer to these questions is yes, then we want to hear from you This role is responsible for the frontline management and prioritization of the Customer Success Portal - including customer communication, troubleshooting and product awareness of Infiniti and the Eco System. Assisting other members of the Customer Success Team and creating a positive experience for our partners and clients alike. About Smart Communications Smart Communications™ is the only provider of a cloud-based, next-generation customer communications platform. More than 500 global brands rely on Smart Communications to deliver smarter conversations across the entire lifecycle - empowering them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. This is what it means to scale the conversation. Smart Communications is headquartered in the UK and serves its customers from offices located across North America, Europe, and Asia Pacific. The Smart Communications platform includes the enterprise-scale customer communications management power of SmartCOMM™, the trade documentation expertise of SmartDX™ and forms transformation capabilities made possible by only Intelledox, which was acquired in July 2019. The responsibilities of the role include: Customer Success Technologies - o Moderate and maintain the CST query queue o Resolve or escalate tickets marked urgent and high priority o Resolve and escalate support tickets as required o Communicate and keep good relations with the ticket holders o Project management of ticket to resolution Creating enterprise process o Defining and redefine the queue management processes and communications to assist the sales/support/partner networks to support our clients better Technical Partner Communications o Establish and maintain a working relationship with technical partner call centre operations Communicating and maintaining the Knowledge Hub o Gathering and upload relevant information directly o Work with the Knowledge Coordinator to ensure a consistent voice Assisting with other Customer Success Team tasks o Assisting with CST tasks to ensure team success o Work with the team to manage resolution and closing of helpdesk tickets to achieve customer success. What we’re looking for: Must have skills/experience: Firm understanding of software solution design and architecture, with a strong focus on Microsoft technologies Certification and/or experience in the use of Microsoft technologies such as SQL Server, IIS, SSL, SharePoint, CRM, .Net, AD, XML, JSON, Web Services (Rest/SOAP), MS Word, Excel and PowerPoint, SQL Server Technical skills in HTML, XML, JAVA & browser technologies Excellent consultative, verbal and written communication skills, and attention to detail You are a team player with a natural ability to inspire and lead others. You are self-motivated and able to work effectively on multiple projects in a very fast paced environment Technical Bachelor’s Degree or relevant experience required Problem solving skills (extensive research and analysis) We look for the following core competencies in everyone we hire at Smart Communications: Analytical Ability - effectiveness in analysing situations and identifying key issues. Planning and execution - monitoring progress, taking action when necessary to rectify situations / meet deadlines. Proactive - taking responsibility for making things happen. Social Magnetism - taking actions, that show awareness of one’s own impact on others. Teamwork - collaborating with and promoting collaboration between different parts of the business. Technical expertise - keeping up to date technically within one’s own functional area. Adaptability - stability of performance under uncertainty and pressure. Communication & influence - using appropriate interpersonal styles and methods of communication to influence others positively to obtain agreement between different interests. What’s the deal? We will provide you with the tools, equipment and support to give you the best possible chance of success and over-achieving your goals. Salary will depend on your experience and will be highly competitive. All our packages include an annual bonus based on the Company’s performance, so we are all incentivised to over-achieve In addition to a friendly, flexible and fun working environment, we provide a range of other benefits, including extensive health insurance, income protection, life assurance, subsidised gym membership, leisure travel insurance, pension contribution and a Cycle2Work scheme, as well as 25 days’ holiday allowance. Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of race, colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.