Tuesday, 14 March 2017

Tier 1 Technical Support Helpdesk UK and German (2 roles) - London - £35k - 45k per year + Benefits (815 (Moy 105))

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Tier 1 Technical Support Helpdesk UK and German (2 roles)
London, Greater London, England
£35k - 45k per year + Benefits

We are expanding our Tier 1 Support team in London and seeking the best talent, period. Do you love using Technology? Do you crave huge responsibility - planning, strategising, optimising and executing on our approach in serving our top clients. 
Overview:
Ideally, you enjoy customer interaction and like solving tough issues, you are smart and resourceful. You communicate issues to engineers on a technical level yet still speak clearly and in an assuring voice to customers. 
 
In this Tier 1 support role you will manage support emails and phone calls, log bugs in our bug tracking system, follow up on existing issues, provide customer insights and feedback to Product, Engineering, Marketing, and others, and generally help us provide the best product possible.
RESPONSIBILITIES

Provide awesome support to our customers (of course).


Resolve web based and phone requests via Zendesk (our CRM), Community, phone, live chat, Webex and other tools.


Be both support representative and consultant for a variety of subjects related to our web application, desktop clients, mobile applications, and other tools.


Speak to users about technical issues in a way they can understand.


Utilise internal tracking tools to manage issues between Customers, Support, and Engineering.


Have a blast making one of the fastest rising cloud content companies even better!

 
SKILLS/ QUALIFICATIONS
 

BSc Degree in Computer Science or a related field


Experience in Internet support or customer service.


Fluent German speaker (any additional languages a plus).


Able to work independently and make decisions. 


Demonstrated ability managing priorities in a fast-paced environment.


High attention to detail and ability to troubleshoot.


Excellent written and verbal communication skills.


Demonstrated passion for troubleshooting issues.


A strong sense of empathy with customers.

 
BENEFITS:

25 days of vacation (plus your birthday off!)


Employee Stock Purchase Plan


Free lunch and fully stocked kitchens with lots of snacks and drinks


Subsidized gym membership and robust wellness program


Top notch medical/dental insurance


Pension


Casual dress environment


Ping-pong, Playstation

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