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Support Analyst - Ideal for someone looking for more than First Line

Salary: £20,000 - £25,000
Contract Length: Permanent

Job Description:

Are you a problem solver and interested in databases? Are you looking for something more than First Line Support? Here’s an opportunity to join a progressive MarTech company as Support Analyst and work on challenging projects for some of the UK’s best-known brands…


The company

Our client is a leading MarTech company delivering CRM and marketing solutions to help businesses increase productivity, enhance efficiency, and track sales and marketing pipelines. They work with some of the UK’s best-known brands like WWF, Google, and Oxford University Press to overcome genuinely challenging marketing problems.

They’re a fast-paced and innovative team that continually looks to improve their services using the latest technologies and processes.

They are a team that will listen to your opinions and suggestions for improvement and you’ll play an important role in the development of the company.


The role

Joining the Support team, you’ll be responsible for providing efficient and effective query handling and issue resolution relating to CRM software. Responsibilities include:

  • Speaking with clients to gain further information in order to resolve issues efficiently
  • Ensuring client SLAs are met or exceeded
  • Proactively monitoring and reporting bugs and/or enhancements
  • Conduct root cause analysis and propose effective solutions
  • Follow data through the system from client files through multiple databases and ETL processes to troubleshoot data issues
  • Monitor and support all Data Operations batch processes to ensure they run successfully
  • Troubleshoot/fix processing errors and when applicable raise issues to the dev team
  • End-user queries relating to system usability e.g. how do I complete a task? challenges regarding logging into the CRM, etc
  • Build online training modules that help our customers maximise ROI from the CRM software
  • Other duties as required


The package

This is an opportunity to join a thriving, forward-thinking MarTech company in which you’ll play a key role. Benefits will include:

  • Work from a modern agency office on the outskirts of Derby
  • Join a well-respected, industry-leading brand
  • Undertake useful, fully funded training to help you develop, including CodeAcademy and Udemy SQL and Database courses
  • Bespoke progression opportunities based on your skills/interests after 18-24 months
  • £20,000-25,000 starting salary (dependant on experience)
  • Unlimited access to ‘the unhealthy fridge’ (and healthier options for fitness fanatics)
  • 5-weeks’ holiday
  • Company pension
  • Very generous summer BBQ’s and Christmas parties


To be successful, you will…

…have at least a beginner’s understanding of SQL

…be a competent multitasker

…thrive in a fast-paced environment

…be an active listener

…remain calm under pressure

…be a team player with an excellent work ethic

…be professional

…be a problem-solver

…understand and enjoy working with data

…have worked on and enjoy working on software


You won’t…

…be scared to pick up the phone

…be a pure techy

…be afraid to take ownership

…be afraid to take initiative

…over-complicate things



If you’re in IT support and looking to do more, this is the role for you. Apply now!

Location: Derby, Derbyshire