Digital Support Analyst

Starting salary will be based on experience and credentials

Chicago, IL

Description

The Digital Support Analyst role is part of our responsibility to provide a smooth-running, reliable platform for our global consumers. We know that issues arise, but through proactive monitoring we aim to reduce them and when they do happen we aim to provide excellent customer service and a swift, effective resolution. 

Market Overview

Dyson is a global technology company. Using a desire to make things work better as a catalyst for invention, our team of 3,000 engineers and scientists are passionate about developing technology that solves the problems others often ignore. From the world’s first bagless vacuum cleaner, to hand dryers that use 420mph sheets of air to remove moisture from hands, to a completely re-thought hair dryer with its motor in the handle, we are relentless about engineering better solutions. Dyson spends $8.8million a week on research and development and works with more than 40 universities worldwide to develop early-stage technologies.

 

Dyson launched in the US in 2002, with the DC07 vacuum cleaner. Within 2 years, it was market share leader. Now, the US team is nearly 1,000 strong, with offices in Chicago, IL; Aurora, IL; San Francisco, CA; and Dyson people around the entire country. And we are still growing. Dyson US is poised to double its footprint, and take on new categories. Already a target for our competitors, challenging times are ahead. And our battle-hungry US team is fired up. 

Function Overview

We’re implementing a completely new commerce and content platform to transform the way we explain our technology, with completely new engaging, interactive visual assets and build a purchase journey that outperforms global leaders like Apple and B&O. It’s a cornerstone of our global drive to more direct sales and a closer relationship with our customers. At the same time, our existing platform continues to serve our global customer base with commerce functionality, rich support content and customer engagement tools, and forms a core part of our IoT platform, powering our latest generation of connected products. A selection of smaller sites supporting the James Dyson Foundation, our Careers Portal and the upcoming Dyson Institute complete the set of platforms that the growing Digital IT team support. 

Accountabilities

  • Work within the Digital IT team, alongside our developers, testers and UX analysts, as well as the wider business
  • Responsible for the initial triage and allocation of issues within the digital platform, working closely with the UK IT function where issues span multiple systems
  • Act as the first port of call for incoming requests
  • Develop strong relationships across our UK commercial functions, in-market commercial and content teams and within the RDD function
  • Quickly, efficiently, and accurately move issues through the process 
  • Partner with other areas of IT as the web platform interfaces with our front and back office platforms and beyond

Skills

  • 2+ years of experience working in a digital role
  • Ability to get your hands dirty, providing fixes, managing external communications and working closely with the global content teams to help them work efficiently
  • Experience using an enterprise level ticketing system such as ServiceNow and/or experience with issue tracking products such as JIRA is a plus, but not required
  • Experience using a content management system is a plus
  • Formal IT Service background or a development of database background is preferred, but it’s not essential
  • Accustomed to working in a fast-paced, rapidly changing environment with a get the job done mentality
  • Excellent written and verbal communication skills 

Benefits Overview

Dyson US monitors the market to ensure competitive salaries, holidays and retirement plans. Beyond that, you’ll also enjoy profit-related bonuses and life and disability cover. But financial rewards are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fueling and realizing ambition.


Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis.

 

Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Posted: 2-Oct-2017

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