User Support Executive

at  MMR Research Worldwide LTD

We are seeking a highly motivated and detail-oriented User Support Executive to join our global Data Science & Development Team. As a User Support Executive, you will primarily work with Business Analysts in the Dev Team to provide support to users of our proprietary platform, Nexus.
Nexus is MMR’s internal end-to-end automated quant research delivery platform, which will handle a significant amount of quant research spend globally. Your role will involve becoming a knowledge expert on the Nexus platform, effectively solving and troubleshooting any queries from internal users such as researchers and programmers. You will also collaborate with the wider Data Sciences team, supporting online survey programming teams and participating in innovation and development as well as user testing.

TECHNICAL SKILLS WE ARE LOOKING FOR:

• 1-2 years of experience in a user support role
• Preferred ITIL Certification
• Strong written and verbal English communication skills
• Familiarity with coding language is advantageous
• Detail-oriented and methodical approach
• Ability to clearly convey thoughts and ideas
• Positive attitude and quick learner
• Good troubleshooting skills
• Understanding of market research processes
• Experience using project management software

SOFT SKILLS WE ARE LOOKING FOR:

• High proficiency in spoken and written English
• Strong communication skills
• Friendly and proactive attitude
• Organized and detail-oriented
• Problem-solving skills
• Ability to work autonomously and as part of a team

• Rapidly establish a strong rapport with users and other professionals, including software developers
• Prioritize and effectively manage incoming support requests
• Respond promptly to issues and requests
• Assist users with queries and requests for help
• Troubleshoot and solve problems efficiently
• Escalate unresolved issues or bugs in the platform to the Business Analyst, providing a comprehensive overview and detailed explanation of the problem
• Contribute to the production or updating of documentation related to internal platforms
• Provide basic assistance in training users on how to utilize internal platforms
• Support the roll-out of new applications
• Ensure timely response to call-outs as per agreed upon time limits
• Manage multiple open cases simultaneously by prioritizing effectively
• Test and evaluate new technology
• Conduct informal walkthroughs on how to effectively use internal platform