Product Specialist

Job Description

We require a candidate with 3 to 6 yrs exp. This is a challenging and exciting role with one of the most innovative and dynamic world leaders in the Customer Experience and 1:1 Personalisation sector. If you want to work in an environment where the technology you are delivering astounds with both its simplicity and depth, then you must come and take a look at what we have developed here at D4t4 Solutions. Day to day, you will be working with multi-award winning, leading edge, patented software. Since inception over 15 years ago, we have proven time and time again to be one of those rare organisations that can truly invent technology rather than copy others. We continue to raise the bar on our competition and we are looking for the very best talent to help us to deliver it world-wide. You must be a motivated, client-focused professional with excellent communication and analytical skills and you should have a strong interest in technology and in particular the internet. Your role involves supporting our software in large enterprises, often requiring you to integrate with and work alongside our global partners, who are themselves world leaders in their respective fields. A certain element of customer and partner training is also required with this particular role, so you must be confident in your communication skills and you need to be able to adapt to the various nuances that come with working in multiple regions. Together with the other members of the product support team, you will take ownership, troubleshoot and resolve direct and indirect client support requests in a timely and professional manner in accordance to the client SLA. Core responsibilities Troubleshooting, understanding, documenting and resolving issues in complex customer environments Stay up to date with and monitor numerous active support tickets at once, identifying risks and escalating them as necessary Running, implementing and supporting complex systems driving revenue-generating and cost-saving processes thorough and detailed approach Create & maintain clear & accurate client configuration documentation Maintain complete documentations for all product related activities Run regular scheduled technical reviews of support requests with partners and direct clients Attend team meetings to share knowledge and ideas, provide progress reporting and collaborate on troubleshooting issues Provide clear, concise and timely updates to high priority and escalated issues Liaise with Development and Consulting teams where a support request requires a software change or SME knowledge, agreeing timescales for resolution and communicating that back to the client Provide out of hours support via on on-call Rota Be flexible and able to provide extended hours cover when necessary Skills & Requirements Good experience in Technical product support, preferably on Web Analytics products (Google Analytics, Web trends, Omniture. etc) Exposure on Web development (Java, dot net, Java Scripts, JSON objects, Regular expression) Knowledge on Database concepts & using SQL Preferred: Linux experience, Network concepts Fluent in English language both written and verbal Understanding and experience of working in secure environments under ISO27001 or equivalent Understanding and experience of working under ITIL framework A rounded individual who is passionate about technology with a willingness to learn and work with unfamiliar technologies Adaptable, working as part of a supportive, well established team but is also self-sufficient and organised, with meticulous attention to detail The ability to work effectively and efficiently when under pressure. Cultural awareness when dealing with colleagues and global customers Well, our staff retention, which is way above the industry average, should say it all! We are a technology-focused company with tech staff making up the majority. We aim for tech leaders and work with light touch effective management and processes - even our Sales staff talk tech! Established in 1985, with experience from riding the many waves of the IT journey, we are well established in the industry and here to stay. We have evolved in step with technology, into a proactive and agile company, punching well above our weight and able to provide flexible services and solutions to an impressive list of clients that others can t match. We are seeing very exciting times right now with our All about the data solutions very much in demand market leaders want to gain business insight from their data and we have everything they need to achieve this. Please note, we do not accept any unsolicited approaches from agencies. D4t4 Solutions plc is an equal opportunities employer and welcomes applicants from all sections of the community,

Keyskills :
targetgoogle analyticsmarketingweb analyticsenglish languageitil frameworkproduct supportiso 27001staff retentionsalescomplex systemsclient supportweb developmentresearchcustomer relations