Remote Tech Customer Spt Analyst III

About the Team  

As part of our team, you will manage the operational process for your own portfolio of academic journals whilst 

collaborating with a large team of other Journal Managers.   

You will be a member of a collaborative and inclusive team that encourages autonomy and personal development, 

whilst working together to achieve our department objectives and key results.  You will contribute to a supportive team culture by sharing knowledge, ideas, and best practice.  

We operate a hybrid working policy. We are office-based and request attendance in our centrally located 

office in Exeter one day per week. The office is open and available most days 

About the Role 

• Data and Support Engineers (DSEs) work in a small team providing in-depth technical support to first and second-line customer support teams in the Clinical Solutions and Global Medical Education (CS&GME) group. 

• The role provides third-line technical support for the Performance Management (PM) suite of products and the Patient Education (PE) suite of products. Third-line queries are escalated through the first and second-line support teams who will do everything possible to resolve the issue in the first instance. If this is not possible, they will ensure they collect all relevant information from the customer and escalate for handling. The DSE is responsible for ensuring the issue is resolved successfully. The DSE will also proactively work with the first and second-line support teams to build upon their knowledge, empowering them to handle more queries without escalation in order to respond to the customer faster. 

• DSEs are also responsible for first-line data related requests such as data updates, batch data loads, and data exports required to maintain customer datasets for licensed products. The Data and Support Engineer will also have responsibility for troubleshooting customer access and usage issues and validating and escalating issues and enhancement requests. 

• The Data and Support Engineer will be required to manage multiple priorities and perform to expected service levels and completion within expected dates. 

Customer Service 

• As a Data and Support Engineer, you will: 

• Act as third-line technical support for first and second-line teams that escalate queries to you for resolution. Take full ownership of the resolution as the final point of escalation. 

• Attend calls with customers to help troubleshoot problems they are experiencing and provide on-the-spot resolutions where possible. 

• Assist customers with problem-solving and resolving escalated technical questions or issues with their licensed products. 

• Conduct onsite technical evaluations as requested. 

• Participate in and troubleshoot directly with customers via phone or email to resolve escalated technical issues or questions within SLA. 

• Research issues and communicate effectively with other departments to resolve customer issues and inquiries. 

Process Improvement 

• Use knowledge and experience to suggest improvements and assist in the implementation of approved changes. 

• Continuously look for improvements in daily workflows for servicing customer queries and/or for managing daily tasks. 

• Identify gaps in current technology processes and recommend changes to ensure our service level agreements (SLAs) are achieved. 

• Provide regular feedback to product teams regarding product enhancements for customer self-service or internal back-office systems. 

• Complete quality assurance (QA) and provide consistent feedback and answer questions to first and second-line support teams for ongoing training with a goal to empower them to manage more queries without escalation. 

• Assist Development group with troubleshooting and testing of products to help improve product success and user experience. 

• Document support procedures and operational workarounds for first and second-line support teams. 

Product Delivery & Implementation 

• Execute pre-written SQL queries to add, update, move, and/or remove data from the databases to complete work requested. Create some ad-hoc queries. 

• Create and execute SQL queries to export transactional data for data reports. 

• Manage HR queries for initial upload, manual updates, and troubleshooting. 

• Effectively triage and respond to escalated technical and product-related support queries. 

• Gain and demonstrate subject matter expert-level knowledge of Clinical Solution products and processes, specifically for the Performance Management and Patient Engagement portfolios. 

• Document clearly all issues and the steps taken to resolve issues back to other departments. 

• Research issues and communicate effectively with other departments to resolve customer issues and inquiries. 

• Define, set up, maintain, and troubleshoot data completion files. 

• Create and maintain queries that accurately pull the data requested based on knowledge of the databases in use. 

• Provide consultative information based on knowledge of the products supported to internal and external customers. 

• Data management support for internal product changes to support customer and product needs. 

• Data analysis and reporting – Enable internal teams to gather data requirements for reporting needs, outline potential risks or missing data requirements, explain data results. 

Stakeholder Management 

• Provide guidance and support to Sales and Account Management teams to help them overcome some of the issues they commonly face when meeting with our customers to minimize escalations. 

• Maintain a close relationship with Product and Technical teams to ensure you are always aware of planned changes and enhancements to the product. 

• Provide feedback and share expertise with Product and Technical teams as required. 

• Carefully manage stakeholders' expectations around our service level agreements. 

• Encourage all stakeholders to use the correct path of escalation. 

Team Work 

• Ensure knowledge is maintained across all products to ensure business continuity is manageable in the absence of team members. 

• Maintain regular contact with colleagues to agree daily, weekly, and monthly coverage of work. 

• Provide training and support to colleagues on products that you take a lead with the help ensure business continuity is always achievable during absences. 

• Keep colleagues informed of product changes and enhancements for products that you are the lead subject matter expert (SME) for. 

Work in a way that works for you 

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. 

Working Pattern 

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive. 

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