Opportunity: You will be expected to:Provide high-quality first-line support to customers of the Deazy Platform & Marketplace, including internal and external users covering multiple roles and responsibilities.Ensure all Incidents are investigated and key users are kept up to date on progress.Perform initial Root Cause Analysis (debugging) of issues and escalate to the technical team if required.Champion specialist support processes and ensure that principles and processes are well established and adhered to. Encourage teams to use them by demonstrating best practice as well as training and information dissemination to other stakeholders.Build out support processes, documentation, and tooling in order to create a support function that will scale with the Marketplace and Platform engagement plan.Build and execute a hiring plan for a support function that will scale with the Marketplace and Platform engagement plan.Analyse and report on support performance (e.g., SLA's and other metrics). Implement strategies to continuously improve the function, liaising with the product and technology teams to build and improve functionality.Key skills:Service Delivery / Support Management experience in a complex / large scale internal and external environment.Strong relationship management skills, influencing and negotiating outcomes with stakeholders, colleagues and users adopting a flexible approach where necessary.Management of junior/senior as well as 1st line/technical support staff.Undertakes audits of process, ensures accuracy of, and reconciles data, identifies areas for improvement, analyses data, produces reports, undertakes trend analysis/forecasting.High level of IT and technology competence with aptitude for learning new technologies and processes.Service desk technologies (Freshdesk, Zen desk, etc.).Process and workflow mapping.Copywriting.Perks:Competitive Salary.A chance to build a team: seed a new office and help define the culture.Benefits: build your own benefit package that suits you.Monthly team events.Annual team building trip.Training/Conference budget.Free access to a training platform.Hybrid working environment.
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