1st Line Technical & Reporting Apprentice

We work with some of the UK?s best-known brands like the BBC, Comic Relief, Google, and Oxford University Press to overcome genuinely challenging marketing problems.
This is a fast-paced and innovative team that continually looks to improve their services using the latest technologies and processes.
The Technical Support Analyst role sits within a team of IT professionals who are responsible for providing technical 1st line support to our CRM and Data Modelling software.

To be successful, you will?

- Be a competent multi-tasker
- Thrive in a fast-paced environment
- Be an active listener
- Remain calm under pressure
- Be a team player with an excellent work ethic
- Be professional
- Be a problem-solver
- Have worked on, and enjoy working on software

You won?t?

- Be scared to pick up the phone
- Be a pure techy
- Be afraid to take ownership
- Be afraid to take initiative
- Over-complicate things

Key Responsibilities and Accountabilities
Client / Product Orientated
? Monitor the inbox and phone lines and respond to customers in a timely fashion.
? Gather additional information from clients to help efficiently resolve customer queries.
? Work directly with customers to resolve technical issues and answer client questions
? Ensure product bugs and/or enhancements are being reported in a timely fashion and in adequate detail. Provide regular feedback to the core development team, serving as a voice of the customer
? Provide high-quality interactions and timely responses to customer inquiries
? Possess strong customer handling skills and customer service orientation
Data Operations
? Follow data through the system from client files through multiple databases and ETL processes to troubleshoot data issues.
? Monitor and support all Data Operations batch processes to ensure they run successfully.
? Troubleshoot/fix processing errors and when applicable raise issues to the second line team.
Data & Non-Technical Orientated
? End-user queries relating to system usability e.g. how do I complete a task? challenges regarding logging into Spirit etc.
? General data orientated queries relating to classification of establishments and the EDCO Education List data universe or grouping or accounts into trusts etc.
? Supporting general queries relating to the Education Sector.
Reporting Orientated
? Deliver the highest possible level of reporting / dashboarding service to existing clients, ensuring EDCO is perceived as a strategic partner to their respective business
? Constantly look for opportunities to:
o improve and innovate reporting services
o automate processes and reports
? Supporting presales and post sales operations
General
? Build online training modules that help our customers maximise ROI from the Spirit software.
? Other duties as required.

INDIT