Support Specialist:

London, UK

Hybrid (Remote and Office)

Team:

The UK Talent Systems Support team is based in London. The team delivers solutions, troubleshoots issues and provides an over-and-above positive experience for customers around the world.

Job Purpose:

Support Specialists are responsible for working directly with our customers to answer product questions, instruct best practices, and resolve technical problems when using our products and services. They also track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our Product, Marketing, and Engineering teams. As a team who works directly with our community, you’ll be collecting and sharing user suggestions, as well as pain points, directly with the rest of the company.

Responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. While being a proactive support team, we identify what they're trying to do and offer the correct workflow solution and not just answer their immediate question.

You are continually striving to improve the customer experience. To be successful in this role, you should be an excellent communicator who’s able to earn our customers’ trust. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all pre and post-sales procedures, ensuring customers continue to expand and renew their relationship with the Talent Systems suite of SaaS solutions

Duties and Responsibilities:

Respond to a high volume of customer phone calls in a timely and considerate manner, also via email or chat
To take payments from customers over the phone and help set up payment plans
Process applications for and onboard new customers
Provide thoughtful, personalised communication to Talent Systems users who have minimal to advanced technical knowledge
Identify customer needs and help customers use specific features across a suite of cloud applications, software and workflows
Investigate technical issues and see them through to a resolution/solution.
Troubleshoot, analyse and escalate product bugs using JIRA
Update our internal databases with information about technical issues and useful discussions with customers
Share feature requests and effective workarounds with team members
Gather customer feedback and share with our Product, Sales and Marketing teams
Make active contributions to help achieve team KPIs, OKRs, and team initiatives
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Become an encyclopaedia of knowledge on multiple Talent Systems products and solutions
Provide occasional after-hours and weekend support and in-person support
Assist in training junior team members and cross-training effectively
To ensure company’s policies are properly implemented at all times e.g. Health & Safety procedures, Data Protection, etc.

Qualification & Attributes:

Familiarity with the entertainment industry and media (ie. video, production, casting)
Experience with B2B support for media and entertainment platforms a plus
Customer support experience with cloud technology applications
Experience handling high volume of phone calls and emails
Experience with subscription software services and customer billing applications
Passion for talking to customers all day, every day
Experience using help desk software, bug management and remote support tools
Understanding of how CRM systems work
Willingness to keep a flexible schedule, which will include some weekends and holiday hours
Excellent communication and problem-solving skills
Ambition, eagerness and the will to learn and improve upon your own skills
Multi-tasking abilities
Patience when handling tough cases
Displays professionalism with customers and colleagues in high-pressure situations
BA/BS degree preferred