Application Support Analyst

Job title:

Application Support Analyst

Company

Flixmedia

Job description

What’s the role about?:Application Support AnalystStep into an exciting new position at Flixmedia as a 2nd Line Application Support Analyst or SaaS focused Service Desk Analyst.In this role, you’ll be part of a dedicated team delivering top-tier service desk support for both our internal teams and external brand customers.You will already be experienced in providing exceptional technical support with B2B SaaS products and services.Permanent, full timeWorking: 37.5 hours per week, Monday-FridayLocation: Farringdon, London ECI (Hybrid)Reporting to the Head of Service, you’ll collaborate closely with Service Desk Analysts and other business functions, playing a crucial part in evolving and enhancing our customer support capabilities.Your Key Responsibilities

• Service Desk Operations: Ensure seamless end-to-end fulfilment of customer enquiries, acting as a single point of contact between Flixmedia services, and our customers. Manage and log enquiries, perform triage, track cases, diagnose problems, and ensure timely resolution.
• Customer Excellence: Deliver outstanding customer support across multiple channels, maintaining high standards and best practices.
• Brand & Retailer Support: Assist with customer integrations and retailer QA, offering feed reviews and support for our syndication network (XML Files & Scheduling Service).
• Technical Support: Provide 1st and 2nd line technical support, offering in-depth solutions for complex technical issues.
• Performance Metrics: Help ensure SLAs, OLAs, and KPIs are met, contributing to performance plans for continuous improvement.
• Incident & Problem Management: Respond to incidents, perform root cause analysis, identify problems, and analyse trends.
• Knowledge Hub: Maintain and review the Service Desk Knowledge Hub repository.
• Team Collaboration: Engage in peer-to-peer training, knowledge sharing, and workload planning to ensure service continuity.
• Stakeholder Coordination: Communicate and coordinate customer enquiries with various stakeholders across the business.

Tools and Technologies

• Primary: Salesforce, Office365, CDN management
• Secondary: Jira, Confluence
• Technical Skills: Web applications, Debugging, XML/JSON, CMS, HTML, CSS, JavaScript, MySQL, PHP, GIT, Cloud infrastructure (AWS preferred)

What We’re Looking For

• Experience: Hands-on experience in a similar Service Desk role for B2B SaaS products and services.
• Communication Skills: Excellent written and verbal communication, with exceptional client-facing customer service skills.
• Organisational Skills: Strong time management, multitasking abilities, and a positive, can-do attitude.
• Technical Expertise: Proficient in 1st and 2nd line investigations, troubleshooting, and problem-solving for B2B SaaS products and services.
• Problem-Solving: Ability to think critically, analyse the wider picture, and provide effective solutions.
• Service Desk Knowledge: Understanding of best practice tools and frameworks (such as ITIL), and experienced with ticketing systems, SLAs, OLAs, KPIs, reports, and dashboards.
• Team Player: Collaborative and proactive, able to develop effective working relationships across teams.

What We Offer in Return

• Annual Leave: 24 days, plus an additional day for each year of service, up to a maximum of 27 days
• Special Day Off: Your birthday off
• Health Benefits: Medicash level 1 scheme, Health Assured, and Calm apps
• Pension: Contributory Pension Scheme with a 4% employer contribution
• Perks: Perkbox discount card with a birthday box gift annually, and Tastecard discount card
• Family Support: Enhanced Maternity & Paternity pay
• Additional Benefits: Dinner nominations, refer a friend scheme, business events, and socials
• Professional Growth: Exceptional personal development opportunities at one of Advantage Smollan Group’s highest performing businesses
• Team Environment: Work alongside a motivated and talented team
• Impactful Work: Build relationships and partnerships in the rapidly growing online sales and eCommerce sector

Join us and be part of our success story!Next Steps: Apply online with your CV, and our Resourcing Manager, Alexandra Richardson, will be in touch! More about us…:What do we do?We are proud to be a trusted partner for many billion dollar brands and retailers to help them sell more. They trustn us to create and consolidate digital online content for them, ensure seamless Brand consistency across international
regions and deliver the content to the product pages of hundreds of their most important global retailers.Our Vision
Empowering global Brands & Retailers to sell more by creating, consolidating & sharing engaging digital content & continuously evaluating its impact to maximise sales conversion. Flixmedia is a good place to be. Fun, ambitious, no
nonsense people with an appetite for personal and collective success. Flixmedia is a fast growing, global organization leading the provision of online content solutions for the world’s largest consumer electronics manufacturers and retailers. We offer award winning production of online Augmented Reality experiences as well as the global syndication of Brand produced digital content.What you’ll be a part of
A fast-paced environment. Energy is required, but no suit is needed. Everyone is focused on succeeding – for the team, for themselves and for the business. Cross-functionally and throughout the company, everyone has common
goals and aspires to be their best. There are many smart and creative people around and you’ll be motivated to pursue your ideals. At Flixmedia we challenge conventional wisdom and refuse to accept that something cannot be done.#LI-AR1#LI-Hybrid

Expected salary

Location

Farringdon, City of London

Job date

Fri, 16 Aug 2024 05:28:02 GMT

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