Newton Europe

Client Support Analyst

Newton Europe

full-time

Posted on:

Location Type: Hybrid

Location: Kingston Bagpuize • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

Tech Stack

CloudPythonSQL

About the role

  • Key responsibilities:
  • - Able to mentor more junior team members on the products that the Software Engineering Team have created from both a user and technical perspective
  • - Working with the Client Support Team Lead to continuously improve the Incident and Service Request Management Process for the Client Support Team
  • - Act as the first point of escalation for more complex/technical issues and mentor more junior team members in their resolution
  • - Working with the Client Support Team Lead to agree on, and monitoring of SLAs between Newton and the client
  • - Building relationships with the Software Engineering Team
  • - Building relationships with the clients paying for the Support Service
  • - Ensuring that required levels of training, handover, and both support and technical documentation have been provided to or created by the Client Support Team
  • - Being seen as a client advocate and challenging the Software Engineering Team in their design and development decisions to ensure the product is the best it can be
  • - Driving continual improvement within the practices of the Client Support Team
  • - Lead by example in owning your own personal development

Requirements

  • You’ll be a high calibre individual, with exceptional levels of personal drive and eagerness for personal development. An analytical mind, coupled with strong communication skills and a positive attitude are essential to fit into the Newton culture. You’ll have previous experience in a similar role or can demonstrate a passion for supporting customers through technology.
  • The successful candidate will also have the following:
  • - Excellent customer service skills. A real passion and desire to help people and to have the drive and tenacity to own issues from start to finish. To be able to manage escalations and work with multiple stakeholders
  • - An excellent approach to problem solving. To have detective like skills and take a positive approach to understand and solve even the most complex problems. To be able to mentor more junior members on their investigations
  • - Proactive and consistent in their approach to work and will drive improvement in their areas of responsibility and beyond
  • - A desire to work as part of a collaborative team and play a key role in helping drive that team forward
  • - The ability to prioritise their own work and that of their team to deliver the best possible customer service and ensure that the customer always comes first
  • - A passion for technology and desire to learn about new systems and tools
  • - Experience in ITIL best practices
  • - Experience in supporting bespoke software
  • - Experience in supporting cloud infrastructure and hardware
  • - Experience in query languages such as SQL and KQL
  • - Experience in Power BI and the languages used M query and DAX
  • - Awareness of programming languages such a Python and C#
  • - Experience in or awareness of software requirements gathering
  • - Experience in or awareness of software development
  • - Experience in managing 3rd party supplier relationships
Benefits
  • Newton maximises the potential of our people, whether in client-based consulting roles, or in head office functions. The prospects for career and personal development in this role are no exception. Our business continues to grow, through our historically effective organic recruitment model and in addition our recent acquisitions and commitment to international expansion. This business growth, alongside our continual striving to add more value from every function of the business creates significant opportunities for those with the right capabilities and attitudes.
  • Supporting you starts from day one. New joiners often highlight the Newton energy and support they first encounter in the recruitment process and that continues through into their time at Newton. Once in role, you’ll get support from several sources – from stretching projects, on-the-job feedback and developmental guidance from senior leaders. You’ll have a dedicated and consistent Development Manager to support your career progression. You’ll receive regular appraisals and annual pay reviews.
  • We offer a highly competitive salary and our generous benefits package includes Life Assurance, Income Protection, pension contributions and 27 days holiday (not including bank holidays). We also operate a profit share scheme so that our people share in the success of the business. The profit share bonus is based on company performance and typically paid out in March and September.
  • Joining us also brings many social benefits. We have a full social calendar with Spring activity days, Christmas events, a 2-day Summer event and 4 Newton-sponsored weekends a year.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLKQLPower BIM queryDAXPythonC#ITILsoftware requirements gatheringsoftware development
Soft skills
mentoringcustomer serviceproblem solvingproactivecollaborationprioritizationcommunicationanalytical thinkingpersonal drivepositive attitude