Support & Data Analyst

Support & Data Analyst

Do you enjoy Customer service?

Are you an experienced in front line support via email and live chat ?

Location: Home based - Working 9am - 5pm UK time with a one hour lunch

About our Team

Researchfish is the leading provider of research impact tracking software. Based in Cambridge, UK, we make it easy for researchers, universities, and funders to gather, present, explain, and evaluate the academic, social, and economic impact of their research. Our unique technology enables funders to better track and understand their research and enables them to advocate for further investment into both science and arts. We capture outcomes of research beyond academic publications, reach a wide range of stakeholders, and collaborate and benchmark within the client community. Our customers are mainly research funders, charities, research organisations and research centres.  

About the Role

As a Support Analyst, you will assist and support all users of the Researchfish platform through effective training, help documentation, and handling support queries. This role is key to ensuring a positive user experience and the success of data collection exercises.

Responsibilities

• Providing front-line support via email and live chat to all users of the Researchfish system.

• Developing a deep understanding of the Researchfish platform.

• Collaborating with colleagues to provide best-in-class support for end users.

• Testing, replicating, and reporting bugs and inconsistencies within the platform.

• Logging and escalating tickets for system issues and act as a liaison between users and the engineering team.

• Establishing additional support capabilities in other staff members to cover high-volume periods.

• Advocating internally for clients and end-users by voicing their challenges and feedback.

• Taking on additional support-related tasks and projects, including cross-training on Interfolio’s product suite.

Requirements

• Excellent customer communication and support skills, including written and virtual communication.

• Attention to detail when communicating externally with clients and internally with colleagues.

• Experience in customer support environments and the ability to maintain a calm, confident, and professional approach.

• Ability to investigate data-related questions, perform appropriate analysis, and present results effectively to a non-technical audience.

• Ability to work autonomously and manage discrete areas of work.

• Exceptional written and verbal communication skills, with fluency in English.

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals to help you meet your immediate responsibilities and long-term goals.

• Working in the support queue during our support hours, so 9am - 5pm UK time with a one hour lunch 

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Generous holiday allowance with the option to buy additional days.

• Health screening, eye care vouchers, and private medical benefits.

• Wellbeing programs.

• Life assurance.

• Access to a competitive contributory pension scheme.

• Save As You Earn share option scheme.

• Travel season ticket loan.

• Electric Vehicle Scheme.

• Optional dental insurance.

• Maternity, paternity, and shared parental leave.

• Employee Assistance Programme.

• Access to emergency care for both the elderly and children.

• RECARES days, giving you time to support the charities and causes that matter to you.

• Access to employee resource groups with dedicated time to volunteer.

• Access to extensive learning and development resources.

• Access to employee discounts scheme via Perks at Work.

About the Business

We are part of a global leader in information and analytics, helping researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education, and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.