Maru is seeking a Quest Support Analyst to provide technical Level 1 support to our internal and external clients.
This role would suit someone that has a passion for learning new technology/systems, building meaningful partnerships to solve technical issues and who thrives working in a fast-paced environment.
This role focuses on data quality as well as collaborating with other team members in engineering, dev ops, & operations.
Responsibilities: Manage and triage the most complex support requests that come in through our proprietary Quest support ticket system In responding to support requests, you will quickly identify if the request is a system defect/bug, a help request, a task or other If the ticket/request is for help, you will provide support to the customer in finding the solution through our Knowledge Base or train the individual on 'how to' work in the platform If the ticket/ request is related to a defect/bug, you will probe and collect all required information from ticket issuer to manage and support the ticket and work with internal support and technical teams to resolve and close out support tickets Determine, review critically, and prioritize resolution of issues In all cases, you will communicate directly with internal and external Quest clients in a professional and timely manner in resolving issues and instilling confidence in the Quest platform You will become a technical support expert in all Quest systems and products Participate in the vendor onboard process globally Ensure requests for data privacy cleaning and deletion are adhered to in a timely fashion Help support the upkeep of our Quest Knowledge Centre Create an environment that allows the team to provide exceptional quality and services, creating and enforcing best practices Provide additional administrative support related to adhoc projects upon request Skills and Qualifications Bachelor's or diploma degree required 5+ years experience working in a customer support function for a SAAS provider Exceptional communication skills and an ability to stay calm under pressure Highly organized with the ability to handle multiple tasks simultaneously Commitment to continuous process improvement initiatives and ability to solve problems Ability to function in a fast paced, quickly changing industry, with a passion for learning new and evolving technical software, real-time data platforms Confident communicator with excellent command of the English language, both spoken and written is essential Survey programming skills is a definite asset Experience working in a global environment within multiple time-zones would be a plus Ideally market research Industry experience (specifically online) or demonstrated knowledge Benefits include 23 days annual leave, 5 days personal development leave, Bupa private healthcare, flexible working, membership to extensive discounts platform and social & wellbeing events.
At Maru we use a combination of our custom-built technology and our team's insight expertise to help our clients better understand their customers and how they think, feel and behave.
As well as running customer experience programmes for big-name clients for over 20 years, we also work in areas such as new product development and shopper understanding, and run a number of insight communities.
We have an exciting roadmap which means we continue to develop new and differentiated tools in both qual and quant areas to help our clients to better connect with their customers and make smarter, more informed decisions.
We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.