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Support Analyst - Content

Permanent  for Newscycle in Brentwood

NEWSCYCLE Solutions delivers the broadest range of technology solutions for the global news media industry, including content management, digital advertising, circulation, and audience relationship management. The company's innovative solutions and professional services help media organizations engage audiences through Web, print, mobile, and social media channels.

Job Summary

Providing application and/or technical support to customers using NEWSCYCLE Solutions software products in both On-premises and Subscription installations. Responding to customer requests for product assistance within contracted response timeframes and NEWSCYCLE Solutions guidelines. Working accurately in the NEWSCYCLE Solutions CRM and Time-tracking systems.

Essential Job Duties and Responsibilities

Resolving customers’ requests for support assistance by working and closing their support cases in the NEWSCYCLE Solutions CRM system in a timely and accurate mannerDocumenting all interactions with the customer in the NEWSCYCLE Solutions CRM system Recording information - employee work hours, PTO time, expense reporting, etc. - accurately within expected timeframes in the NEWSCYCLE Solutions time-tracking systemResponding to customer requests for assistance both inside and outside of normal office hours according to the contracted Service Level Agreement (SLA)Troubleshooting customer claims that elements of the product line are not working properlyAssisting customers, when requested and authorized, with hardware or software configuration, maintenance, and/or upgrade assistanceKeeping up-to-date with product line knowledge and/or technical knowledge required to perform jobImproving customer service skills, through continuing education offered by NEWSCYCLE Solutions and/or classes recommended by NEWSCYCLE SolutionsAccurately billing the customer, where contractually applicable, for support assistanceCreating Knowledge Base articles to be input in CRM for customer useKeeping up-to-date with trends and developments in the Newspaper and Publishing industry through continuing education offered by NEWSCYCLE Solutions and/or classes recommended by NEWSCYCLE SolutionsEscalating software issues found while supporting the product to Engineering in an accurate and timely mannerReporting documentation issues and needs to the NEWSCYCLE Solutions documentation teamSkills & RequirementsBachelor’s degree or equivalent work experience1-2 years of work experienceBe willing and able to work flexible hours, including work in the evenings, on the weekends and during holidays (scheduled and unscheduled)Required to carry a mobile phone during after-hours work Excellent problem solving and troubleshooting skillsExcellent verbal and written communication skillsWork with minimal supervision and guidanceEnglish language at a high level both verbally and in writing is mandatory. German would be great.Daily work location: NEWSCYCLE Solutions, Jubilee House, 3 The Drive, Brentwood, Essex, CM13 3FR, United Kingdom

Physical Requirements

Limited travel may be required

Disclaimer: This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and other duties, as assigned, might be required

Job added on 11-09-2014