Retail Technical Support Data Analyst
Retail Technical Support Data Analyst
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities:
Professionally manage telephone/self service portal/live chat contacts from our retail colleagues.
Triage and diagnose reported faults and either support the colleague to first level fault fix or log the task with a 3rd party to ensure a swift resolution.
Accurately log incidents and ensure all relevant data is captured clearly and accurately.
Regularly update incidents logged on the Incident Management System and provide our shop colleagues with a technical solution within Service Level Agreements.
Monitor progress and resolve incidents whilst ensuring customer satisfaction through proactive updates frequent contact and escalation where necessary.
Escalate potential service issues initially with Team Manager/Service Desk Senior Manager
Follow up on calls and chase 3rd party resolvers to meet contractual SLAs
Respond to all emails professionally.
Analyse recordings of calls evaluating service quality based on set parameters to identify ways to enhance processes.
Generate clear reports on call and ticket quality and other key metrics
Extract information from data sets and identify correlations and patterns
Collaborate with the team to identify areas for improvement and suggest process enhancements.
Perform statistical analysis of data/tickets and prepare reports
Use tools and techniques to present data in easy-to-understand formats such as diagrams and graphs
Communicate with managers to understand data content and business requirements
Qualifications :
Specialist skills and experience
The skills below are essential.
Proven ability to build effective relationships with colleagues and customers and within a team
Excellent verbal/written communication skills.
Ability to organise prioritise and plan to ensure all deadlines are met.
Able to deliver high standards of Customer Service and recognise different customer needs.
Strong multi-tasking skills as the successful applicant will have a number of tickets open at once.
The below skills are desirable.
Good understanding of applying the ITIL framework
Competent with Microsoft Office
Familiarity with Computer Applications such as Citrix Dameware Exchange Management Active Directory Microsoft Windows.
Previous experience of Data Analysis report preparation.
Additional Information :
At Entain we know that signing top players requires a great starting package and plenty of support to inspire peak performance. Join us and a competitive salary is just the beginning.
Depending on your role and location you can expect to receive benefits like
- A regular bonus
- Healthcare support
- A stake in our success through our ShareSave scheme
- Great development opportunities
- Wellbeing support and so much more.
And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.
Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.
At Entain we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future - for our people and the wider global sports betting and gaming sector. However you identify our ambition is to ensure our people across the globe feel valued respected and their individuality celebrated.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
