Customer Success Associate - Bristol, United Kingdom - Grofar

Description

Are you a tech-savvy problem solver with a track record of success in software customer support? _Do you want to join an award-winning, market leading EdTech team of passionate individuals using tech to improve the career prospects of students and young people across the country?_


If so, this might be the perfect role for you Join our rapidly growing team as Customer Success Associate in the heart of bustling Bristol.

As Customer Success Associate you'll be the first point of contact for our customers and will ensure that you listen closely to their queries, quickly analyse the best route to resolution, and keep the customer updated throughout the whole process.

You'll jump on every inbound call, react quickly to live chat messages, and proactively triage and resolve our support tickets, ensuring we exceed our promised response and resolution times (our Service Level Agreements) for customers.

We don't expect you to know everything from day 1 _(you definitely won't know our Grofar product, yet) _so rest assured that there are clear internal escalation routes for complex or more technical support queries.

But we expect you to be happy picking up the phone and accurately logging customer enquiries after some initial training (likely from week 2).

After that, you'll rapidly learn how our product works through a mix of internal training, proactive exploration of our software (clicking around, looking at historic tickets and replicating behaviour on our internal test accounts) and reading our existing support articles.

We also have loads of recorded internal knowledge sessions, customer webinars, and training videos, so we'll expect you to work your way through these between support tickets:
you'll be hungry to increase your knowledge

Speaking of support articles, you'll play a crucial role in making sure each query we resolve (whether it's something you solved or a question you escalated) results in a clear support article, rapidly expanding our customer support centre as well as increasing your own knowledge.

To succeed as Customer Success Associate you will:

• 
  Already have 1+ years Customer Success experience in a tech company: You will tell us about your experience logging and resolving customer support tickets and providing excellent customer support over the phone. We use Zendesk for our tickets, but you might have experience with Freshdesk, Zoho, Intercom or another ticketing service.

-
Be tech-savvy: We'll teach you loads about our product, but you must genuinely love learning, be inquisitive by nature, and be very comfortable using software platforms. You're the sort of person who prefers to click around and explore a new piece of software, rather than reading a manual back-to-back or waiting to be shown how to do something.
-
Be a detective: Sometimes, investigating and resolving our customer questions is a little like detective work, and sometimes it's like doing a jigsaw We need you to have an analytical approach to problem-solving and enjoy reverse-engineering a situation to work out the solution.
-
Communicate brilliantly: You have excellent spoken and written English skills with bags of experience taking customer calls, and preferably experience writing or proofreading support articles or technical documentation. You'll also make clear notes on our internal customer record CRM.
-
Actively thrive in an office environment: This is an office-based role where you'll learn from your experienced and passionate colleagues, collaborating to make sure our customers receive the very best support.
-
Provide accurate and proactive reports: Initially, this role will report to Abbie, our COO. This means that you'll have a huge impact on the business, and also that you'll need to very clearly report to her and to your colleagues about your activity, the support you need, your successes and the challenges you encounter - we're looking for someone relatively self-sufficient. If that sounds unnerving then this might not be the role for you, right now. If that sounds exciting, great
-
Obsess about the details: From step-by-step guidance for customers to noticing the smallest tweak needed to configuration settings to always knowing which tickets need reviewing next, you'll use your inherent eye for detail to ensure our collective success.

We're a small, vibrant team, so this is a vital role for us.

You'll be supported and your voice will be heard _(you'll be the one who knows our ticket trends and recurring customer questions)_ and you'll help us continuously advance by proactively providing the team with ticket reports, identifying and suggesting improvements.

In return, we offer a competitive salary of £21,000 to £25,000 (based on experience), 25 days' holiday and an extra day off for your birthday, a company pension scheme, smart casual dress, and a lovely office in central Bristol with as much amazing tea and coffee