Client Support Analyst FTC

We are Two Circles. We are a Sports & Entertainment Marketing business. We grow audiences and revenues. We do that by knowing fans best. We work with clients to help them understand & influence what their fans are doing the way fans spend their money the events that fans attend the channels fans respond to the content fans watch and more. And we use the understanding this gives us to help our clients grow. Grow their audiences and grow their revenues - both direct to consumer and business to business revenues. Our platforms and services are trusted by over 1000 clients globally including the English Premier League Red Bull UEFA VISA the NFL Nike and Amazon. We are over 1000 people based out of 15 offices and we deliver work for sports and entertainment businesses of all shapes and sizes all over the world.

Your main duties & responsibilities:

• Own and manage a queue of support issues prioritising effectively in a fast-paced reactive environment with dynamic priorities

• Monitor our data management platform associated data pipelines and web applications working closely with Engineering colleagues to troubleshoot issues and provide timely support

• Take ownership of issues from identification through to resolution coordinating with internal teams and Clients and ensuring clear consistent communication throughout

• Support the onboarding of new clients into our Data Analytics and Management products and web applications including configuration of data ingestion mapping tracking and dashboards and communicating expected product behaviours

• Use Data Management hubs to configure and manage client environments implementing changes testing and supporting new feature releases

• Investigate and resolve issues across the full data lifecycle (collection processing and presentation) in data stores integrations and applications identifying root causes and proposing fixes

• Work across Technology teams to contribute to ongoing product and process improvements

• Manage multiple concurrent issues balancing priorities and making progress even when dependent on input from clients or other teams

• Provide client-facing teams with clear insights into data quality transformation integrity and pipeline performance

• Support User Access Management processes for Two Circlers and Client users

• Ensure data is accurate and reliable for reporting analytics and client activation use cases

• Ensure data security and compliance standards are upheld at all times

The ideal background and skills we are looking for include:

• Experience or exposure to data-intensive environments or a relevant degree

• Foundational understanding of relational databases and SQL with the ability to write and adapt queries to investigate data and an appreciation of best practices for querying production systems safely and efficiently

• Foundational understanding of web applications and how they are presented to end users including how front-end behaviour workflows interface elements and browser-based interactions impact the customer experience

• Ability to produce clear structured documentation that captures investigation steps root causes decisions and repeatable processes

• A proactive self-starting mindset with a strong sense of ownership of tasks and outcomes and good judgment on when to work independently collaborate or seek support

• Ability to manage and prioritise a varied workload staying organised and effective in a reactive support environment

• Curiosity and persistence in problem solving with the ability to explore systems and data learn new tools and concepts quickly and build understanding beyond step-by-step guidance

• Strong attention to detail organisation and time management skills

• Strong communication skills able to clearly articulate issues updates impact and outcomes to both technical and non-technical stakeholders

• A collaborative team player who contributes to shared goals

• Experience with tools such as Jira/Zendesk data platforms or monitoring tools is beneficial

Required Experience:

IC