Minimum Qualifications : Role : The successful candidate will :
Maintain internal systems from admin perspective
Make backend configuration changes
Liaise with operations teams to clarify and resolve issues
Work with project teams on technical implementation of new solutions
Identify opportunities to simplify any technical steps and improve the process as we stabilise the program post-launch
Work in a fast-paced environment, supporting changes for teams across the globe as part of a small team working across time zones and locations.
You will be part of a team of specialists, who deliver new projects and systems improvements for support teams. You will participate in a global strategic project.
Responsibilities : The successful candidate will be responsible for :
Mastering systems technical functionality to make changes with minimal support.
Support operations teams in resolving issues and work with project teams on new changes with quick turnaround time.
Recognize trends and efficiency improvement opportunities, and propose new processes as needed to address them.
Perform ad-hoc analyses as required and maintain documentation and checklists.
Set-up and maintain routing & automation for Email, Chat and Phone
Troubleshoot possible routing issues in escalations that arent actioned by second level teams within the promised SLA.
Maintain bug queue and make sure all bugs are resolved in a timely manner.
Job Qualifications :
Ability to troubleshoot and identify root cause of issues with minimal information
Ability to find creative solutions to complex problems
Strong organizational skills, attention to detail and analytical thinking
Strong written and oral communication, professional etiquette, and interpersonal skills
Ability to multi-task, set priorities and work efficiently in a fast-paced environment
Ability to quickly master new tools and work with a technical eye
Willingness to learn would be a plus
Preferred Qualifications :
3 years work experience
Prefered digital marketing experience
Preferred customer service / troubleshooting experience