Purpose of Position

The role of the Support Analyst is hands-on and involves working as part of a team to assist our publishers and advertisers in the use of our bespoke interface and related systems, and to ensure that we provide high quality customer service. This responsible post will provide high-level Technical Support, testing and administration ensuring smooth maintenance of client accounts. The successful candidate will have an interest in digital marketing and possesses strong communication and customer service skills.

Key Tasks

1. Deal with tickets raised via our internal ticketing system
2. Providing a high level of Technical Application Support to internal colleagues, publishers and advertisers via email, phone and a ticketing system
3. Identifying technical issues/bugs and escalating as appropriate
4. Administration of a knowledge base used internally and externally
5. Testing of new developments and features
6. Acting as an intermediary between Account Managers and Developers
7. Provide high level training to internal colleagues

Skills & Expertise

1. Experience of working in a customer service role
2. Problem solving skills
3. Ability to understand web languages such as HTML, Action Script and Java Script
4. Understands the importance of processes and procedures and the application of these
5. Ability to meet attendance standards and ability to establish and maintain effective working relationships with managers and employees, along with working with external suppliers
6. Knowledge on writing My SQL queries is highly desirable

Our Offer

1. Flexi-Week and Work-Life Balance : We prioritise your mental health and wellbeing, offering you a flexible four-day Flexi-Week at full pay and with no reduction to your annual holiday allowance. We also offer a variety of different paid special leaves.
2. Flexi-Office: We offer an international culture and flexibility through our Flexi-Office and hybrid/remote work possibilities to work across Awin regions.
3. Health & Well Being: With our support and access to various initiatives and sports offers, you can devote yourself to your mental and physical well-being.
4. Welfare: We offer Bradesco TNQQ for health & dental insurance that is eligible to the employee, partner and kids at no salary discount. Besides, we support you with transportation and food vouchers.
5. Development : We've built our extensive training suite Awin Academy to cover a wide range of skills that nurture you professionally and personally, with trainings conveniently packaged together to support your overall development. Improve your English skills with Awin's English language course subsidy.
6. Remote Working Allowance: You will receive a monthly allowance to cover a part of your running costs. In addition, we will support you in setting up your remote workspace appropriately.
7. Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer program.