- Exceptional customer service skills
- Excellent verbal and written communication skills in English
- Strong teamworking skill
- Basic knowledge of website structure and design including areas such as XPath, Javascript etc.
- Hands-on experience with support ticketing systems (Zendesk, Jira, Freshdesk, etc).
- At least one year experience in a Customer Service/Support role, preferably in an IT environment
- Experience working as part of a remote team (preferred)
Import.io is looking for a Senior Application Analyst to join our existing internal Customer Operations team.
We visit millions of web pages daily, extracting billions of data points in the process, and occasionally, things don’t go as expected. Our Customer Operations team is our customers’ first contact point. The team finds and facilitates solutions to set things right for our customers and is involved in QA processes.
As a critical team member, you will handle incoming customer requests and ensure that they are resolved promptly. Typically, this involves understanding the issue, answering if you can, or identifying the responsible team and escalating. Communication with customers, both internal and external, is critical, so a strong customer service mindset is essential.
,[Investigating new customer queries, aiming to resolve as many as possible through utilising product knowledge and relevant documentation, Analysing proactively and reactively identified data quality issues with the aim of ascertaining the root cause and summarising findings for the use of relevant resolving groups, Handling process-driven administration tasks as required for ticket resolution or as instructed by the department’s management team, Creating and maintaining oversight of tickets associated with customer queries which cannot be resolved within the Customer Operations team, Keeping customers proactively informed on the progress of their issues and following up with relevant resolving groups to ensure timely resolution, Participating in the support of Live Chat functionality on the Import.io product website to ensure customers receive a prompt response to queries, Identifying potential Incidents and flagging them to Operational leadership promptly, Participating in Quality Assurance (QA) processes for newly created data feeds and fixes proposed by resolving groups, Responding to alerts from anomaly detection platforms and completing proactive investigation to establish if a data quality ticket is required, Monitoring the execution of web data extractors, raising tickets for identified issues and handling proactive customer communication, Working both early and late shifts on a weekly rotation, covering holidays where required] Requirements: Communication skills, Customer Service, XPath, JavaScript, Jira, Zendesk, Freshdesk Additionally: Training budget, Private healthcare, International projects.
Teamwork Jira Zendesk freshdesk Customer service JavaScript XPath