DIGITAL HELPDESK SUPPORT EXECUTIVE / ACCOUNT EXECUTIVE
The role of a Digital Helpdesk Support Executive (HDSE) is critical within the McCann Digital division and operates as part of the McCann support and service team. Individuals involved in this team are critical to providing a first-class experience to our customers, helping create a positive image of the McCann Digital team.
Role & Responsibilities:
Provide first line support, both phone and email, for troubleshooting for client queries, where clients have a Helpdesk agreement with McCann.
Take ownership to investigate and find solutions to client issues before passing them through to second line support or development team.
Enhance issues before being passed to second line support with own investigation and elaborate where required.
Develop a series of standard regression tests for a client to QA each scheduled release. Work with the head of QA to define testing processes.
Acquire a good knowledge of web technologies including different CMS, web browsers and form factors.
Develop a close working relationship with the Traffic Manager and Development Team to ensure quick and efficient resolutions.
Ownership of bug prioritisation and issue resolution.
Ensure both internal and client facing documentation is up to date.
Responsible for communication on the completion of a fix back to the client and/or original stakeholder and closing the issue.
Work with Account Managers to understand the shape of a client’s upcoming marketing activity.
To have a good knowledge of the client’s functional and technical infrastructure allowing for strong operational support.
Ownership and management of a client’s Release Process.
Understanding the potential differences between a client’s Development, Staging and Production environments both from a source code and a content point of view.
Responsible for knowledge transfer within the team to prevent silos of knowledge accruing with a single member of the team.
Responsible for the smooth transition of new clients and/or new projects into Business as usual support framework.
Demonstrate strong stakeholder management.
To be the day to day contact for multiple clients.
Author and manage content and configuration changes to either support a new piece of work or as on-going business as usual support.
Correctly identify potential change requests and communicate to Account and Project Managers.
Responsible for updating documentation on configuration changes made.
Build up internal documentation and FAQs.
Accurate accounting of time.
Accurate logging of client calls, especially against agreed SLA’s allocated in support contracts.
Support Helpdesk Manager’s objectives around analysis and reporting.
Personal Skills, Knowledge & Experience:
Demonstrate good analytic and organisational skills.
Willingness to learn new technologies and platforms.
Willingness to self-educate.
Knowledge of any of the following CMS platforms would be advantageous;
Knowledge of Atlassian products; Jira, Jira Service Desk, Confluence, HipChat etc.
Ability to build strong relationships with clients.
Able to construct logical, structured verbal and written communications, tailored to the audience.
To be able to communicate technical issues in a non-technical language.
Confident with verbal and written communication.
To remain calm, courteous and professional when dealing with issues.
Have the ability to add value by finding innovative, yet relevant solutions or work-arounds to issues.
Takes ownership of work.
Highly motivated to provide excellent customer service.
Confident with strong interpersonal skills.
Strong attention to detail.
Team Player – likes working as part of a team and enjoys engaging with colleagues.
HTML emails – experience of developing / building emails would be advantageous.
Experience of working with off-shore development teams would be advantageous.