User Support Executive
MMR Research Worldwide LTD, India
Job Description
Are you looking for your next exciting career opportunity within the Data Science industry? If so our User Support Executive role may be right for you!
About MMR:
MMR is an independent, global company specializing in food, drink and CPG research. We work regularly with over 50% of the top 100 global food and drink brands. We have offices in London, Oxford, New York, Shanghai, Singapore, Mumbai, Durban, Cali and Sao Paulo and have a team of 420 highly engaged and dynamic research professionals that is multi-disciplinary in nature covering fields such as data sciences, marketing, insight, Ramp;D, sensory science and psychology.
MMR Data Sciences is a fast-growing area of the business and comprises of 35 statisticians, analysts, developers and programmers. You will get the opportunity to work on a variety of software solutions whilst being fully supported by a large and multi-disciplinary Data Sciences team.
About our User Support Executive Role:
This is a full-time role which involves working with Business Analysts in the Software Development Team (a core part of the MMR Data Sciences Team). The Software Development Team designs and builds an extensive range of automated research platforms and App’s to help our global Research Teams operate efficiently. This new role will provide important support to the users of the software and platforms as new versions are tested and released. The role will involve responding to questions, troubleshooting problems, solving issues and actioning and/or communicating solutions to the users (our researchers and support teams). Full training on the software solutions and how best to support users will be provided. This is an important role, ensuring that our valuable software solutions and digital assets are used to their full potential
It will also involve working with the wider Data Sciences team, supporting our online survey creation teams on an interesting variety of innovation and development programs, as well as user testing.
Software support responsibilities:
- Rapidly establish a good working relationship with users
- Prioritise and manage incoming support requests
- Raise common issues to BAs
- Respond in a timely manner to issues and requests
- Respond to user queries and help requests
- Troubleshooting problems, diagnosing and solving
- Gather information related to issue
- Determine the root cause of the problem
- Devise a solution to resolve the user’s issue
- Communicating issue and solution to user, ultimately preventing the same issue from occurring in the future
- Escalate unsolvable issues or bugs in the platform to BA, giving a full overview and detail of the problem
- Helping produce or update documentation related to training, for example, researcher guide
Requirements
Personal qualities that this role requires:
- Strong communication skills
- Organized and proactive
- Problem solving skills
- A keen eye for detail
- Strong working knowledge of MMR amp; market research processes (full training given)
- Ability to work well with people
- Highly proficient in spoken and written English
Benefits
At MMR, our people are central to MMR’s success and therefore we drive a culture where each individual can thrive. Some of the ways we achieve this is by operating in an open, dynamic, varied amp; non-hierarchical environment, providing bespoke training through the MMR Training Academy and by promoting our staff purely on merit.
MMR Research Worldwide is an Equal Opportunities Employer.