This client are arguably one of the biggest tech companies globally, and alongside your standard renumeration, when you return to offices, you'll be treated to free breakfast/lunch/dinner/snacks, on-site gym, spa facilities, sleep pods, free coffee shops throughout building, games rooms, and roof gardens with some of the best views the city has to offer. Role: Customer Success Analyst (2nd Line support) Location London, Kings Cross (Working From Home Initially due to Covid-19)Duration: ASAP for 12 MonthsPay Rate: £16.50 p/h (£34,000 p/a)Hours: 7am-4pm Covering Monday-Sunday (Will work 5 days a week so includes some weekend shifts)Hours for this role are 7am-4pm. These shifts need to be covered 7 days a week so you will work 5 days a week split across weekdays and weekends. Some weeks it may be no weekend shifts, some weeks it will be 1 day over the weekend, and then some weeks will be both days over the weekend. Reporting to the Customer Support Operations Manager for the brand, the Customer Success Analyst (CSA) will contribute to and follow business procedures for anticipating, receiving, responding, and resolving customer queries and issues that may arise from implementation and use of the Health products. Responsibilities:- Proactively monitors product platform performance and activity levels and takes action on anomalies- Assists consumers, clinicians, and partner representatives with order management, setup, deployment, and technical issues or questions through email, chat, SMS, social media, and phone support- Logs all inbound and outbound customer events, including issue and action details in the Customer Relationship Management (CRM) system- Manages a case queue for handling within specified service level agreements (SLAs)- Multitasks on assignments and duties through multiple systems and tools while troubleshooting with customers or investigating with colleagues- Use critical thinking and logic skills to isolate and resolve technical issues- Escalates or elevates cases to the proper tier, team, or external party when applicable or necessary- Coordinates with engineering, IT, product management, or partner staff to ensure that all outstanding cases are responded to and/or closed on time, within SLAs, and to the customer's satisfaction- Effectively communicates sales, service, and technical information with customers and partners- Provides social media and community support by monitoring channels and forums, analyzing traffic and user engagement, tracking sentiment, and ensuring timely responses to customers and followers' queries and comments- Quickly identifies, reports and escalates new emerging customer issues, product problems, major incidents, or system outages- Promotes high customer satisfaction by exemplifying the brand hallmarks, including helpfulness, ingenuity, dedication, collaboration, and professionalism- Thoughtfully assesses field events to suggest changes to products or services to fulfill customer needs and/or improve quality- Prepares regular and ad hoc reports for management regarding customer service activity, performance, and experience- Contributes to the development of and compliance with the company's policies and procedures- Performs other duties as assigned by management Minimum Qualifications:- Educational background in technical fields (coursework, degrees, or certifications)- 1+ years in a Tier 2/3 Technical Support role.- Experience with technology (software or hardware) development or deployment- Excellent interpersonal, written, and verbal communication skills- Strong customer service orientation- Ability to work independently with little oversight or direction- Willingness to work a non-standard schedule Preferred Qualifications:- Experience supporting medical products or services, or working in a clinical setting- Familiarity with programming languages such as Go and/or Swift.- Knowledge or experience of technical deployment using tools such as Kubernetes.- Experience utilising proactive system monitoring and reporting tools.- Previous experience working in a regulated industry- Ability to operate with enthusiasm and flexibility in a constantly evolving team environment- Familiarity with CRM and communications (e.g., telephony, chat, social media) software applications- High aptitude to learn and pick up new subjects, especially technology-related (hardware and software)- Ability to manage, reconcile, and incorporate input from multiple stakeholders - Experience or interests in healthcare- Familiarity with collaborative documentation tools such as Google Docs, Sheets, Slides, Drive- Multitasking and organization skills, with high attention to detail Apply Now! To get your CV in front of the hiring manager today.Randstad Business Support is acting as an Employment Business in relation to this vacancy.