As a member of the Support team, you are an integral part of our client experience and happiness. You are the first line of communication with our clients, focused and committed to ensuring they receive the best service. You’re a technology enthusiast, a people person, and enjoy helping others. You aren’t afraid to get your hands dirty and go above and beyond to get the job done and make the client happy.
Serve as the first point of contact for our clients daily functional platform support needs.
Build close relationships with clients.
Be a technical expert on the product suite to provide client training as needed.
Provide top level "white glove" service, ensuring inquiries are handled in a timely manner.
Troubleshoot issues and problem solve client questions, coming up with creative solutions.
Provide Zebra technology printer support, on-site and remotely (Including but not limited to TLP2824 Plus and GK420D models).
Communicate with various departments to action specific improvements and adoption for clients.
Identify risk of churn and keep Sales team and Customer Success teams informed.
Log all client enquiries in Salesforce Service Desk, the platform we use to manage support questions.
Provide on-site technical support, training, and guidance at client events such as New York Fashion Week (Women’s and Men’s).
Escalate urgent issues and questions to management and/or the Development team.
Log any improvements/bugs into JIRA which is used as our ticketing software.
Monitor any JIRA tickets created to keep clients/colleagues updated and chase if need be.
Work with QA and Development to prioritise bugs and communicate product feedback.
Help improve our internal knowledge centre and external support documents including updating user guides and producing "how-to" videos.
Add any tips/tricks and workarounds to our internal manuals.
Update Salesforce to reflect any changes in client companies.
Due to the nature of work, it’s probable that you may have to work out of working hours during Fashion Week.
WHAT WE’RE LOOKING FOR:
Interest and understanding of Software as a Service (SaaS) technology
Tech savvy with experience using Apple iOS applications
Ability to perform within a fast-paced, multi-priority setting
Self-motivator and works well under pressure
Excellent interpersonal skills for phone troubleshooting and writing skills through email
Excellent time management and communication skills
University degree or equivalent required
1-2 years experience in a customer success/support role in similar environment preferred
Understanding of Fashion or PR sector preferable but not essential
WHAT CAN WE OFFER?
A fantastic opportunity to be part of a company that has revolutionised industries
A chance to work with a passionate, driven and fun team
An incredible work environment - fun, casual and fast-paced
Weekly team lunches
Monthly team activities and outings
We work remotely the week between Christmas and New Year's