Product Operations Analyst

Engineering Percy Street, Newcastle upon Tyne


Description

Position at j2 Cloud Services

The Business..

Communicator, one of j2 Global's digital email businesses based in Newcastle upon Tyne and is an industry leader in the provision of enterprise digital communications, providing SaaS technology solutions, strategy and expertise across the key digital channels of email, mobile, social and web.

The Role of the Product Operations Analyst is to provide our Clients with an excellent Customer Service as standard by delivering professional technical resolutions to their issues in a timely manner.  This role strikes a balance between technical knowledge, excellent communication skills and exemplary professional behaviour.  Being able to communicate effectively with both Internal and External Customers at all times.

As part of our continued growth we are seeking to recruit a talented Product Operations Analyst to contribute to the company’s continued success. You will work within the Product Operations Team, assuming responsibility for the delivery of exceptional technical support of the Communicator platform.

Duties will include..

  • The successful handling of telephone calls and emails.
  • The efficient resolution of client queries whilst complying with Service Level Agreements.
  • Investigation into complex technical issues and errors.
  • Clear and concise note taking to enable the department to work through bugs easily.
  • Documenting our Help site and FAQs.
  • Running and writing SQL queries to extract data for clients.
  • Debugging the Communicator solution to target bugs and their fixes.

This is a challenging role as our Product Operations Analysts are expected to provide exceptional technical support to internal/external Clients using the Communicator Platform.  As this is a feature-rich highly innovative bespoke solution, that has been specifically designed to be versatile, so that each implementation is bespoke to the individual Client, therefore the technical queries that we receive are not repetitive, but are as diverse as our Client base. 

Depending upon the nature of the Clients query they may need support via email or telephone, require a demonstration, coaching, conference call or prefer to discuss their query face to face during a scheduled visit to their Office or Communicator, therefore, excellent communication skills are essential to this role.

As a Technology team we strive to provide cutting edge technology solutions, combining regular upgrades to functionality in addition to an always on service.  Due to the fast paced nature of the changes in our Technology it is imperative that our Product Operations Analysts take a pro-active approach in the improvement of internal processes, updating Technical Documentation and Help articles.  

Each member of the team will need to invest time in training and strive to develop their own skills, be an excellent team player and in time undertake the delivery of appropriate user training for new team members as required.

The successful candidate will be:

A motivated and confident individual with a strong professional image, an interest in digital (email and mobile) marketing and/or developing technologies, an excellent understanding of customer service with ideally at least 1 years' experience in a similar support or customer service role. You will play an active role in the continued development and growth of our business through your skills and experience.  

You will have..

  • IT Degree/Qualifications
  • Determination, ambition and a hard-work ethic
  • An enthusiastic attitude to customer service and support
  • Exceptional verbal and written skills
  • The ability to work unsupervised as well as within a team
  • Excellent technical ability
  • Problem solving skills
  • Knowledge or interest of the digital or direct marketing industry
  • An aptitude for working with technology based solutions
  • Flexible attitude towards working hours

The role of Product Operations Analyst at Communicator is a stepping stone position in which we expect you to strive to progress and learn, moving from our product operations team into other areas of the technology department as you discover what areas interest you the most, gaining invaluable experience and knowledge as you go.