Product Support Analyst
Overview
Placement Type:
Temporary
Compensation:
£51.44 / hour, PAYE
Start Date:
ASAP
Join a dynamic team at a leading global technology company as a Product Support Analyst, partnering with Aquent. You will play a crucial role in optimizing the Helpdesk team’s efficiency and enhancing user experiences. Your work will directly impact how users interact with the platform, driving improvements and innovations that will benefit a vast user base.
As a Product Support Analyst, you will be a key player in driving critical projects forward, including enhancing the Help Center experience, automating case resolutions, and improving agent efficiency. This is an exceptional opportunity to make a tangible difference in how users receive support and how the Helpdesk team operates.
This position has a full-time, 6-months-contract tenure.
What You’ll Do:
- Spearhead the identification of significant opportunities to improve Help Center experience, case resolution, and agent efficiency.
- Collaborate with cross-functional teams, including engineering, design, and legal, to drive product vision and ensure seamless execution of projects.
- Analyze complex data sets to identify trends, patterns, and areas for improvement in Helpdesk operations.
- Develop and implement innovative solutions to automate case resolution and streamline support processes.
- Define and track key performance metrics to measure the success of implemented changes and identify further optimization opportunities.
- Gather requirements from diverse user groups and translate them into actionable product improvements.
- Deliver compelling presentations to stakeholders, showcasing project progress, findings, and recommendations.
Must-Have Qualifications:
- Min. 4 years proven experience in product management, and full product lifecycle, integrating customer feedback into product requirements, driving prioritization and pre/post-launch execution, particularly with high-growth technology products.
- Strong analytical skills, with the ability to analyze large datasets and make data-driven decisions.
- Experience gathering and translating user requirements into effective product solutions.
- Proficiency with analytical tools, methodologies, and design principles.
- Experience working in a technical environment with a broad, cross functional team to drive product vision, define product requirements, coordinate resources from other groups (design, legal, etc.), and guide the team through key milestones.
Client Description
Our Client is the largest social media company in the world. They have substantial B2B and B2C advertising and media platforms, as well as a nonprofit initiative. With the mission of bringing people together, they now boast over 2 billion users, and are rapidly developing as they influence the world around us.
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Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.
