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Technical Customer Support, ICIS (Hybrid)
About the Business At ICIS, our mission is to optimize the world's resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. You can learn more about ICIS at the link below:
ICIS . About our Team Supporting our customers' data and technical integration needs and forging lasting technical partnerships are vital to our success. About the Role Join our team as a Technical Customer Support Analyst, where you'll play a crucial role in assisting clients with second-line support and onboarding new users to the ICIS API. This customer-facing position is based in our Sutton office for 2 days a week, collaborating closely with both internal and external business and technology stakeholders. Responsibilities Troubleshooting and resolving escalated technical issues in a timely and efficient manner. Facilitating API customer onboarding, ensuring a seamless and efficient experience. Developing a deep understanding of ICIS systems and contributing to the enhancement of documentation and FAQs. Participating in projects such as migrations and communicating planned data changes effectively. Documenting and maintaining detailed records of support activities and resolutions. Requirements Display passion for learning and developing new skills, including API and basic SQL. Demonstrate problem-solving skills. Possess excellent communication skills for professional interactions with customers via phone, email, and Teams meetings. Deliver a world-class customer experience with energy that inspires others. Provide a track record of customer-centricity.
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About the Business At ICIS, our mission is to optimize the world's resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. You can learn more about ICIS at the link below:
ICIS . About our Team Supporting our customers' data and technical integration needs and forging lasting technical partnerships are vital to our success. About the Role Join our team as a Technical Customer Support Analyst, where you'll play a crucial role in assisting clients with second-line support and onboarding new users to the ICIS API. This customer-facing position is based in our Sutton office for 2 days a week, collaborating closely with both internal and external business and technology stakeholders. Responsibilities Troubleshooting and resolving escalated technical issues in a timely and efficient manner. Facilitating API customer onboarding, ensuring a seamless and efficient experience. Developing a deep understanding of ICIS systems and contributing to the enhancement of documentation and FAQs. Participating in projects such as migrations and communicating planned data changes effectively. Documenting and maintaining detailed records of support activities and resolutions. Requirements Display passion for learning and developing new skills, including API and basic SQL. Demonstrate problem-solving skills. Possess excellent communication skills for professional interactions with customers via phone, email, and Teams meetings. Deliver a world-class customer experience with energy that inspires others. Provide a track record of customer-centricity.
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