Service Support Analyst

Sutton Courtenay, Oxfordshire
Elemica

Our Business

Elemica offers a state-of-the-art supply chain operating network in the areas of customer & supplier management and logistics promoting new levels of efficiency and profitability for a leaner and more fully optimized supply chain. Elemica s clients achieve significant value from reduced cost of operations, faster process execution with fewer resources through the automation of key business processes, removal of transactional barriers, and seamless information flow between business partners.

Our Values

At Elemica, we believe that our success is founded on a shared set of core values that guide our decisions and actions. From our CEO to our newest entry-level employees, every member of our team is encouraged to embrace these values, which we hold in high regard.

• Trust and Respect
• Growth and Development
• Communication and Collaboration
• Accountability and Ownership

Making an Impact!

The position: Service Support Analyst

(Location: Oxford, UK – Hybrid)

The Service Support Team is responsible for the processing of a wide variety of message formats, the monitoring of various systems and providing support to our clients across our world class cloud automation platform. Elemica helps some of the world s leading brands automate their manual order processing, fulfilment, and payment processes. Working with both client business and internal project team members.

What you ll do

• Work day, evening, nights and weekend shifts.
• Take ownership of all issues arising on the shift.
• Take control of out of hours support, emails and phone calls and deal with client queries appropriately ensuring response times are within SLA.
• Proactively monitor all internal systems.
• Conduct investigations into suspected and unusual inactivity.
• Take responsibility for the overview of the platform and ensuring all scheduled tasks are performed at the appropriate times.
• Provide feedback to the Service Support Analyst Team Leader
• Attend Support handovers for Client projects going live
• Assess and review impact of existing and new client projects going live Volumes, quality, speed of processing
• Assist in Projects and other activities such as Document mapping and QA.
• Perform all above tasks in accordance with company policies and procedures, in a safe and efficient manner.
• Be an active team member, working collaboratively and taking ownership of areas of responsibility.
• Any other task as deemed necessary for the team and department to fulfil its goals and obligations

What we re looking for

• IT Literacy windows/office/excel
• Attention to Detail/ Accuracy
• Willingness to learn
• Dependability
• Fluent in written and verbal English
• Strong phone manner
• Understanding of the Supply Chain Industry
• Familiarity with HTML/XML data structure/Linux
• Customer support/CRM software

Rewards & Benefits

• Competitive Compensation Packages
• Wellness & Mental Health Initiatives
• Flexible Work Schedule
• Corporate Employee Bonus Program
• Attractive Pension Plan Offering
• Generous Employee Referral Program
• Quarterly Employee Engagement Events
• Years of Service Awards
• Fun Work Environment

Security Responsibility

It is the responsibility of all Elemica employees to ensure the security, availability, processing integrity, confidentiality, and privacy of Elemica systems and data and the data of our customers. Using best practices in these areas, all Elemica employees will observe a security first approach to their daily responsibilities. All employees are accountable for securing their work devices, work areas, and communications in the execution of their daily duties.

EEO Statement:

At Elemica and its subsidiaries, we are committed to providing equal employment opportunities to all qualified candidates, regardless of their race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, genetic information, marital status, citizenship status, military status, protected veteran status, or any other characteristic protected by applicable law. We value diversity and inclusion and believe that everyone should have an equal opportunity to contribute to our success.