Client Support Analyst

We are looking for a Client Support Analyst to provide the highest level of support to our customers as they use our products and services. The role will be primarily responsible for solving customer queries, recommending solutions, and guiding customers to positive outcomes. Excellent communication is key to the role as you help explain complex issues to our customer base of some of the world’s largest blue-chip companies. Reporting to the Head of Client Success, you will work closely with Client Success, Implementation, and Product teams, assisting them in improving the overall customer experience and enhancing our reputation as a world-leading intelligence provider.

Responsibilities

• Provide expert support to customers and internal teams by taking ownership of issues and resolving in a timely manner.
• Drive successful outcomes for customers by simplifying complex queries and tasks.
• Creation and curation of knowledge-base articles to help clients self-serve.
• Work closely with Customer Success and Client Solutions teams to help with implementation and data manipulation.
• Test and analyse platform changes.
• Research client or subject information to assist teams across the organization.
• Help to increase Customer Satisfaction and improve the overall process for client interaction.

Qualifications/Skills

• Previous experience in a customer-facing role.
• Highly proficient in MS Office applications.
• Excellent analytical skills and logical approach to problem-solving.
• Passionate about delivering exemplary customer experience.
• Excellent organizational and multi-tasking skills.
• Excellent verbal and written communication, and comfort dealing with senior stakeholders.
• High motivation, emotional intelligence, and the ability to work with minimal supervision.
• Thrives in a fast-moving start-up environment.

Desirable

• Experience working in a technology or SaaS business.
• Bachelor’s degree or above in a relevant field.
• Background or experience working in one of the following fields: sustainability, data science, natural sciences, environmental studies, climate science and policy, social sciences, or economics.

Diversity and Inclusion

Risilience is committed to a proactive approach to equality, which supports and encourages all under-represented groups, promotes an inclusive culture and values diversity. Entry into employment is determined by personal merit and by the application of criteria required for the post.  No applicant for an appointment or member of staff will be treated less favorably than another on the grounds of sex (including gender reassignment), marital or parental status, race, ethnic or national origin, colour, disability (including HIV status), sexual orientation, religion, age or socio-economic factors.

Information if you have a Disability

Risilience welcomes applications from individuals with disabilities and is committed to ensuring fair treatment throughout the recruitment process. Adjustments will be made, wherever reasonable to do so, to enable applicants to compete to the best of their ability and, if successful, to assist them during their employment.

We encourage applicants to declare their disabilities in order that any special arrangements, particularly for the selection process, can be accommodated. Applicants or employees can declare a disability at any time.