Helpdesk Analyst

**Helpdesk Analyst**
Full time 9-5 Monday to Friday
Hybrid (1 day in person team collaboration per week in office or offsite)
£35k - £40k per year

Are you a customer first, logical troubleshooter with SQL query wizard-level skills and an interest in being a product guru? Can you understand and troubleshoot customer questions in non-technical terms through a logical approach to database investigations? Do you love documenting a process and want to be a founding member of redefining Helpdesk operations?

e-bate is looking for a Helpdesk Analyst to be part of the Customer Experience team.

Reporting to the Head of Customer Experience, this is a critical role within the team, and career progression is likely to step up a line management position.

**Who are e-bate?**

e-bate is a scaling FinTech SaaS startup setting out to revolutionise the rebate management industry. We've got particular expertise in buying groups, healthcare and vet pharma industries with expansion on the cards in more verticals for a series A funding runup in 2024.

We're a remote first company with a driven leadership team who are taking ownership of their functions to deliver impressive stats like 0% churn, monthly releases and a headcount increase quarter on quarter.

**The main remit of the Helpdesk Analyst is to**:
Be responsible for assigning all inbound customer tickets (we use Zendesk) to the relevant individual or team;
Through daily standups, ensure that every person in the CX team is hitting their customer communication SLAs;
Be a system expert both at database and system functionality level;
Work closely with Customer Success Managers to identify customer training needs or chargeable change requests;
Work closely with Customer Success Analysts to identify system configuration errors;
Work closely with Engineering and DevOps to produce summaries of frequent issues based on Helpdesk analysis;
Own the relationship between Engineering and DevOps functions to ensure that tickets with a dependency on another department are being processed according to SLAs;
Troubleshoot data queries from customers to identify whether or not the system is behaving as expected;
Help customers resolve their data errors;
Help customers resolve their import errors;
Redefine the customer experience of using Helpdesk by writing internal and customer facing knowledgebase articles;
Ensure that internal knowledge is shared through a programme of learning and training that they will own and deliver;
Be the voice of the company at all times and act as the communicator to the customer on behalf of the technical departments.

**We're looking for someone who**:
Is customer focused, logical, methodical and thorough;
Able to relay technical information in very simple terms in line with e-bate brand identity, and understands that overcommunication is key to Customer Success;
Is happy and confident to get on a call with a customer to thoroughly understand a perceived issue;
Is excited about database interrogation and gets a kick out of playing with SQL most of the day;
Understand that not all things can be solved by them, and knows the right point to hand over a problem to the next level of troubleshooting;
Wants to continually improve their product knowledge and likes to be a smarty pants know it all when it comes to system functionality

You may have experience of the following: Customer Success Analyst, Customer Experience Analyst, Customer Support Analyst, Helpdesk Engineer, Technical Support Analyst, Technical Helpdesk Analyst, Customer Service Analyst, Technical Customer Support Engineer, Technical Support, Data Helpdesk Analyst, Data Support, Business Analyst.

REF-207839