Product Support Analyst - EMEA

Data, Analytics & Insight London, England


Position at Choreograph

As a Product Support Analyst, you will play a key role in ensuring that customers of GDT get timely, accurate and well-communicated resolutions to the issues they raise.   You will provide a service-driven experience ensuring that speed, quality of resolution and communication all play an equal part in providing our customers what they need.

You will be a customer experience champion with a clear focus on resolving issues, troubleshooting, asking why and driving high-quality outcomes.  You will be responsible for analysing, tracking and resolving issues logged by users across multiple products.  You will be clear on SLAs, how to get things done, drive process improvements but most importantly you will funnel issues to ensure that either you can resolve or pass all appropriate information to a team who can.

You will require strong teamwork and communication skills, and the ability to thrive in a fast-paced customer service-oriented environment.  You will be naturally inquisitive, always striving to understand the root cause of problems, and ensure that issues are resolved within SLA.  

Your analytical skills, ambition to know more about our products and customer use cases and your technical ability to execute will be the keys to your success.  A strong desire to develop both technical and service skills are a must.

Required Skills

  • Experience in software support or equivalent relevant experience (e.g Product Owner, Developer)
  • Excellent customer service skills
  • Strong problem solving/analytical mindset
  • Minimum a years of experience with SQL databases (MySql, SQL Server), writing queries, matching and joining data, etc
  • Solid experience of customer issue management tools (e.g. JIRA, Zendesk)
  • Minimum 1 years of experience working with reporting tools (ideally Tableau or Looker)
  • Some experience in coding, SDLC & Basic Python
  • Some experience in Big Query and GCS
  • Excellent written and spoken communication skills
  • Sound understanding of ITIL best practices 


Preferred Skills

  • Experience or background in Adtech or Digital Advertising ecosystem
  • Experience in building/implementing support processes 
  • Some Project Management experience
  • Understanding of Advertising APIs
  • ITIL Qualified


Core Responsibilities

  • Provide 1st & 2nd Line Tech & Application support
  • Monitor all the applications and processes for any potential issues
  • Resolve any identified issue within SLA
  • Identify opportunities to improve the process and/or customer experience
  • Participate in client and internal meetings
  • Train internal and external customers on applications
  • Work with Product and Development teams on problems to drive resolutions
  • Assist and help Product and Engineering teams on different projects to enhance the product
  • Work with client service team on Client reporting


Personal Profile

  • Strong prioritisation skills under pressure.
  • Ability to explain complex technical issues to users in an open, unassuming and non-technical way
  • Ability to operate at the moment, and also think about root causes, problem identification and long-term fixes.
  • Relish the opportunity to work with customers and technical teams alike.
  • Self-organising and self-motivated