Experian QAS Business Placement Vacancy
Job Title: Technical Support Analyst – Business Placement
Department: Customer/Technical Services
About the Company
Experian QAS is part of the FTSE 50 Experian Group and sits within the Marketing Services Group. Experian QAS is an international provider of data accuracy software and services that help organisations manage and process data to drive value.
Experian QAS is a great British success story. Founded in 1990, Experian QAS has UK offices in London, Edinburgh and Manchester and now operate out of seven countries and have growing presence in the US, Australasia and Europe and employs over 500 staff globally. We are a £60 million pound turnover business with over 10,000 customers globally who seek our support to advance their data quality and to increase revenue, improve communications and reduce costs. Our customers include Comic Relief, Chelsea Football Club, Debenhams, DVLA, Fitness First, NHS Scotland and Surrey Police.
Experian QAS is a wholly owned subsidiary of Experian®, a global leader in providing information, analytical and marketing services to organisations and consumers to help manage the risk and reward of commercial and financial decisions. Experian® employs around 15,500 people in 38 countries, supporting clients in more than 65 countries.
At Experian QAS there are real opportunities for committed individuals to shine. We encourage everyone to play a part in growing the company, and expect our staff to challenge the way we do things and put forward new ideas and suggestions. Our Core Values represent the qualities that we live and work by and support our unique company culture which we have worked hard to attain. At Experian QAS we invest a lot of time and money to ensure that staff have fun, build friendships and enjoy coming to work.
For more company information please see www.qas.co.uk
About the Role
This role sits within the Customer Support Team, part of the Customer Services department which is an exciting place to gain valuable work experience as it is the interface between the commercial and technical areas of Experian QAS and the customer. Customer Services is made up of a variety of teams who all work together in order to consistently provide first class support and customer service to our entire portfolio of customers.
As a Customer Support Analyst at Experian QAS you will reap the benefits of working in an energetic, hardworking team alongside intelligent, interesting and supportive people who will motivate and inspire you. In this role you will gain exposure to many technical aspects of our software, offering much potential for personal development.
You will provide our customers with support primarily via email and phone and will be responsible for resolving a variety of account, product and technical related queries. You will contribute towards ensuring that the Customer Support team consistently achieves customer satisfaction ratings of 90% and above, reflecting Experian QAS' commitment to providing customers with quality products and services.
The Role Responsibilities
· Provide first line technical support to QAS’ customers and staff
· Liaise with account managers, product managers & senior support staff regarding support queries, escalating issues when appropriate
· Produce technical support documentation for QAS’ support website
· Participate in the training of new customer support analysts and ensuring all training material is kept up-to-date
· Provide emergency cover to our Digital Media Operations team
· Representing the department on project teams and across the company
The Role Requirements
· Undertaking a degree in a relevant subject, and a minimum of 300 points at A-level.
· Strong customer service skills
· Strong communication skills, both written and verbal
· Excellent problem solving abilities
· Good time management & organisation skills - able to handle multiple tasks with minimal supervision
· Self-motivated with a proactive approach.
· Demonstrable interest in IT
· Proficient in Microsoft Office 2000 package, including Excel, Word, PowerPoint, Access and Outlook
· Basic programming skills
· A knowledge of command line, graphical and network operating systems
· Experience of working in a customer facing environment
Benefits
· 25 days’ holiday, with a maximum of 28 days after 10 years’ service
· Contributory pension scheme – a minimum of 10% (minimum 3% employee contribution)
· Free lunch once a week in a local restaurant
· Annual bonus scheme- 5% company and individual performance related
· Travel Season Ticket Loan
· 3 days Volunteering per year
· Corporate gym membership
· Team building days
· Recognition Scheme – monthly recognition scheme for your contribution to the business – prize a bottle of champagne.
· Social Events – Christmas parties (previously at the National History Museum), Summer BBQ.
· Sports Social – Techies v’s Sales Football match, Tennis lessons for all level