Customer Support Analyst Job in Yougov

What will I be doing?

Do you work with market research data? Looking for a change of direction away from traditional market research data processing and analysis? Here is an opportunity to join the supplier side, in software.

We have a growing product and user base and need an organized, detail-oriented person to join our customer support team for our online data analysis and reporting app: Crunch.io.

You will be supporting market researchers around the world who use our rapidly evolving, cutting-edge app for market research data analysis and reporting.

This is the perfect role for someone who is highly technical with data, enjoys the stimulation of a new and evolving tool, and likes helping others.

The role of the Technical Customer Support Engineer is centered around 4 key areas:

What you ll do

Develop a deep understanding of the application and internal Crunch documentation, becoming a Crunch expert. Communicate with customers via email and online web calls (e.g. Zoom) to ensure effective use of our app in line with best-practice.

Maintain excellent relationships with customers by applying superb customer service and technical skills.

Field user questions, report problems and triage them appropriately in our centralized international support desk using the Zendesk app.

Develop and deliver reports on customer account usage on a periodic basis.

Apply in-depth troubleshooting and debugging skills to get to the root cause of customers issues. Develop clear reproduction steps for issues, for both problem-solving and acceptance testing. This involves integrating knowledge of different survey systems, the Crunch.io platform and other related software.

Prioritize customer cases effectively. It s vital that you are able to juggle priorities, and articulate your plans to your co-workers and management.

Escalate the relevant support issues to product management and engineering teams. Our technical support staff need to be fully versed in our software to comprehensively close the majority of tickets independently.

Contribute to the knowledge base (help.crunch.io) and ensure that our documentation is up-to-date and accessible. This includes extensively researching and documenting software and technical issues, which can become the basis for knowledge base articles.