Job Vacancy: User Support Officer

We are looking for a User Support Officer to join the team at OCSI. The role is a permanent position and sits within the Communications and Marketing Team. 

This is a great opportunity for a skilled communicator that enjoys problem-solving and working in a client-facing role.

Sounds like my cup of tea – what does OCSI do?

Based in Brighton, we are a social research consultancy with a strong technical focus. We combine expertise in research and technology to support organisations working for social good to make evidence-based decisions.  

We work with place-based data to help organisations better understand the communities they serve. We do this through consultancy projects such as the Indices of Deprivation and our work on left behind neighbourhoods. We also deliver long-term subscription based products (such as Local Insight) that provide direct access to local level data in easy to use platforms.

We are a small organisation, which means there are plenty of opportunities to get involved with all aspects of the business.

Take a look at our website to find out more about the projects we are working on.

So, what does a User Support Officer do?

The User Support Officer will play a key role as part of the OCSI Communications and Marketing team. 

A large part of the role will involve supporting users of our product, Local Insight. You will be expected to: 

• Summarise complex information into clear, coherent messages that different audiences can understand
• Learn the ins and outs of our products in order to provide support and deliver value to our clients
• Use problem-solving skills to understand any issues that clients face
• Develop support materials (including product documentation and guidance, videos and blogs)
• Liaise with the technical and research teams at OCSI to ensure that client needs are communicated and responded to
• Run virtual training sessions and webinars
• Support in the account management of our Local Insight clients
• Take a proactive role in communicating and building relationships with all our users
• Maintain our database of contacts

Great! And what skills do I need to fit the bill?

We are looking for:

• A confident communicator (both spoken and written), with previous experience in a client facing role 
• A logical thinker, a good listener & questioner – combining these skills to be a problem-solving extraordinaire
• Previous experience providing customer support for a technical product
• Sociable and friendly, great at building relationships
• A fast learner, able to get up-to-speed quickly
• Somebody that is comfortable working and communicating in a tech environment (but no need to be a tech whizz yourself!)
• Somebody that uses their initiative and is happy working in a fast-paced environment
• Competency with using standard collaboration tools such as Google Workplace and communication platforms such as Mailchimp and WordPress.

Bonus skills/ experience (desirable, but not essential).

• Previous experience in a B2B communications role
• Comfortable using Microsoft Excel
• Experience in Google analytics 

Anything else I should know?

The starting salary will be £24,000 – £28,000 per annum depending on experience.

This is a full-time, permanent position.

We largely work remotely but the successful applicant will be expected to attend our Brighton based offices for some meetings and events. You are also able to work from our office more regularly (or every day) if that suits you and your needs.

The ideal candidate will be able to start in late August / early September.

What we offer

• 30 days annual holiday plus bank holidays (pro rata)
• Annual performance-related bonus
• Individual training & development fund
• Up to 5% matched pension contributions

How to apply

If you like the sound of all this, please send a copy of your CV and responses to the following two questions to rachel.hawley@ocsi.co.uk:

• Describe a situation where you had to quickly learn about a new product or service in order to provide effective support to clients. What strategies did you use to grasp the ins and outs efficiently? [up to 250 words]
• Describe a time when you had to use your problem-solving skills to resolve an issue in a fast-paced environment. How did you prioritise tasks and ensure timely resolution while maintaining quality? [up to 250 words]

Please note, we will not accept applications that do not include responses to these questions.

The deadline for applications is Wednesday 7th August and we are looking to schedule interviews for the week commencing 12th August 2024.

 However, we reserve the right to fill the position early, so please send through your application as soon as possible.

We look forward to hearing from you.

****NO AGENCIES***

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