Digital Services Analyst

As part of our Digital Delivery team, provide external clients and internal sales colleagues with quality and timely support services relating to our digital products and sales efforts, delivered by:

a)      responding to tickets in line with our standard working practices

b)      self-managing day-to-day projects

c)       executing assigned special projects

Resolve tickets while also contributing to both short-term and long-term projects improving our overall digital support efficiency, sales effectiveness, and client service. Tasks and projects involve activities and systems providing technology-facilitated, customer, administrative, and sales support functions. Meet team service level agreement standards and assigned objectives while ensuring quality in all work.

Reports to the Americas Digital Delivery Team Lead in Chicago.

Key Responsibilities:

General

• Process and manage tickets in our service desk system
• Maintain ticket / project ownership, delivering quality and timely results
• Fully triage and document ticket work, escalating if necessary
• Organize, track, and document project work
• Liaise globally with a range of client and internal business and technology colleagues to effect results
• Enforce organizational policies and procedures concerning sales and client requests
• Recommend and/or implement improvements if possible

Digital Product Service

• Configure and administer client product services and subscriptions
• Provide technical product support to both client and sales users

Digital Sales Support

• Provide support and digital product services relating to sales activities before, during, and after sales for both prospective and existing clients
• Use various systems to investigate, retrieve, and correct relevant information
• Contribute to administrative projects supporting sales efforts
• Assist tech adoption when needed

Digital Product Access & Security

• Ensure all users have secure access, ensuring no unauthorized / unlicensed access
• Perform security / access investigations and technical system corrections

• Resolve client access problems using a variety of technical tools and methods

Requirements

• Bachelor’s degree or equivalent
• English and Brazilian Portuguese proficiency (trilingual w/Spanish a plus) - both verbal and written
• Strong skills in:
• Organization
• Documentation
• Customer support
• Technical troubleshooting and analysis
• Administrative support
• Project delivery
• Critical thinking and problem solving
• Focus on quality, accurate, and timely work
• Can self-balance and prioritize tickets / projects with various time sensitivities, impact, and deadlines

Benefits

Why work for Euromonitor?

Our values

• We act with integrity
• We are curious about the world
• We are stronger together
• We seek to empower
• We find strength in diversity

International: not only do we have a very multinational workforce in each office but we are all dealing with our 16 offices worldwide on a daily basis. With 16 offices globally there are regular opportunities for international transfer.

Hardworking but sociable: our staff know how to work hard but also how to enjoy themselves! We pride ourselves on creating an appropriate work-life balance, with flexible hours and regular socialising including frequent after work meet ups, summer and Christmas parties and a whole range of sports and other groups to be involved with.

Committed to making a difference: We think that people are looking for something worthwhile in a company beyond the workplace. Our extensive Corporate Social Responsibility Programme gives each member of staff two volunteering days a year in addition to holidays. It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights, amongst many other activities.

Excellent benefits: we offer highly competitive salaries, healthcare insurance, food vouchers, saving fund, plus generous holiday allowances and in many offices a Core Hours policy allowing flexible start and finish times to each day.

Opportunities to grow: we offer extensive training and development opportunities at all levels. The vast majority of our managers and directors have been promoted from within and many have moved across departments as well as upwards. We pride ourselves on identifying and rewarding talent.

Equal Employment Opportunity Statement: Euromonitor International does not discriminate in employment on the basis of race, colour, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.

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