User Support Executive

hace 2 semanas

Cali, Valle del Cauca, Colombia MMR Research Worldwide LTD A tiempo completo

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.


About MMR Research Worldwide:


MMR Research Worldwide is a modern, forward-looking Market Research Agency with a global presence and a turnover of $75 million USD.

We are a diverse team of over 200 research professionals encompassing data sciences, software development, marketing, insight, R&D, sensory science, and psychology.

Our highly successful Dev team offers a friendly, collaborative working environment, and we are continuously expanding our global reach.

Responsibilities:

  • 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
  • Ensure timely response to callouts 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 platforms

Requirements:

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
  • Detailoriented 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 detailoriented
  • Problemsolving skills
  • Ability to work autonomously and as part of a team

Benefits
At MMR, we're committed to ensuring the happiness and well-being of each employee, regardless of where they are in the world

We offer a wide range of core and additional benefits to enhance your experience with us. Competitive salaries, genernous holiday allowances, and unparalleled training opportunities are standard here. Our vibrant culture, talented team, and focus on employee well-being is what makes MMR truly shine.

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