Support Analyst

3 months ago

Mumbai, India Collinson Full time

Company

Valuedynamx is a leading global provider of curated data-driven omnichannel purchase rewards. We are part of Collinson, acknowledged for delivering the world's most valued travel ecosystem.

Collinson has over 30 years loyalty and customer engagement experience and more than 10 years focused on delivering loyalty commerce solutions. They have been at the forefront of loyalty innovation, continually evolving and building capability to meet the changing needs of clients and their customers. More recently, we created Valuedynamx, leveraging our expertise across payments, card-linking, affiliate marketing, earning and redemption to bring them under a single entity to deliver more relevant and engaging solutions for our clients.

Valuedynamx enhance customer loyalty and drive transactional engagement for some of the world’s largest airlines, banks, financial institutions and hotel groups.

Purpose of the job

Valuedynamx has a product that provides customers with the ability to earn rewards when shopping in-store or online with Card Linked Offers. This allows retailers to deliver offers tied directly to customers preferred payment cards.

We have built a sophisticated Card Linked Offer platform that spans the three major credit card networks and integrates into merchant POS data feeds. This platform has been built using cloud technologies to deal with scale from a number of directions - from high volume real-time user interaction to batch processing of huge data feeds.

In order to keep growing we’re seeking an Support Analyst to work with our SmartLink Service Delivery Manager

The SmartLink development squad consists of committed engineers working across different time zones in agile sprints to deliver product features, maintain and enhance the platform, support clients and their customers. Everyone on our squad has a stake in our process, our design, our delivery and our customers’ satisfaction. We’re committed to building the best product possible and leading our space.

Key Responsibilities

  • Act as the main point of contact for support and customer service enquiries, supporting the Service Delivery Manager (SDM).
  • Undertake triage and first resolution for support and customer service enquiries.
  • Undertake daily and monthly monitoring activities as appropriate.
  • Maintain and improve the quality of the documentation required for support and service processes.

Work closely with the SDM, PO, and technical team engineers.

  • Ensure that ongoing issues are communicated in a timely fashion to the PO to allow 3rd level involvement.
  • Undertake regular operational activities such as merchant or bank onboarding, offer onboarding and lifecycle management following existing processes and procedures.

Knowledge, skills and experience required

  1. Experience acting as a point of contact for enquiries and complaints, facing off to client, 3rd party and internal teams.
  2. 2. Excellent written and spoken English and interpersonal communication
  3. Experience of working with ticket management platforms such as JIRA or Fresh Service is desirable.
  4. 4. Experience working in a geographically distributed team
  5. Experience or familiarity in any of the following areas would be an advantage but not mandatory:
  6. Experience with cloud (AWS) services
  7. Familiar with Relational database technology
  8. Experience or familiarity working alongside/within an agile/scrum team.

Person Specification

  • Willingness to learn about an existing platform and desire and enthusiasm to enhance and improve the existing processes and procedures.
  • Proven problem-solving experience.
  • Ability to thrive in a fast-moving environment.
  • Ability to use initiative and work independently within designated priorities.
  • Ability to work at pace, work through challenges in a collaborative way.
  • Goal and outcome orientated.
  • Thoroughness and attention to detail.
  • Good communication skills (ability to inform and guide others).
  • Ability to generate ideas and collaborate and draw them out of others.
  • Willingness to work collaboratively and show agility/flexibility.
  • Willingness to take ownership where appropriate.

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