About the Role
Join our team as a Technical Customer Support Analyst, where you’ll play a crucial role in assisting clients with second-line support and onboarding new users to the ICIS API. This customer-facing position is based in our Sutton office for 2 days a week, collaborating closely with both internal and external business and technology stakeholders.
Responsibilities
1. Troubleshooting and resolve escalated technical issues in a timely and efficient manner.
2. Facilitating API customer onboarding, ensuring a seamless and efficient experience.
3. Developing a deep understanding of ICIS systems and contribute to the enhancement of documentation and FAQs.
4. Participating in projects such as migrations and communicate planned data changes effectively.
5. Documenting and maintain detailed records of support activities and resolutions.
Requirements
6. Display passion for learning and developing new skills, including API and basic SQL.
7. Demonstrate problem-solving skills.
8. Possess excellent communication skills for professional interactions with customers via phone, email, and Teams meetings.
9. Deliver a world-class customer experience with energy that inspires others
10. Provide track record of customer-centricity.