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Customer Support Advisor

3 months ago

Leeds, Leeds, United Kingdom Glean Full time
Glean are looking for an enthusiastic and highly organised Customer Support Advisor to join our customer facing teams

We're looking for:

A problem solver


You'll be on our front-line working to help our users resolve technical issues as well as guiding them through Glean's ever evolving features.


To succeed in this role, you will need to display high attention to detail, excellent written and verbal communication skills, plus the ability to adapt to changes in a fast paced workplace.

You'll relish the chance to 'solve the puzzle' and help users make the most of Glean.

A team player
You will work alongside our Technical Support Specialist, to deliver a world-class service to our customers.

You'll also be supporting other customer-facing teams, as well as working closely with our Engineering and Product teams.


To this end, there is plenty of scope to branch out into other areas of the business; especially to get involved in customer training and onboarding activities with our Customer Success Team.


Experience
Some experience in a customer facing role, ideally providing technical support, is also required.

Key Responsibilities:

  • Handle inbound customer queries and understand escalation routes
  • Represent the Glean brand through timely, accurate and friendly support to ensure customer satisfaction
  • Use data to identity opportunities for increasing efficiency
  • Maintain and build strong relationships with internal stakeholders
  • Act as the voice of the customer and share any feedback with relevant internal stakeholders

Requirements:

We are looking for someone with:

  • Customer service experience
  • from a similar role, or other customer facing roles (retail, hospitality etc)
  • Experience in IT troubleshooting.
  • Familiarity with Windows and Mac systems
  • Confident in working with various System Settings
  • Be able to break down technical instructions to help guide users with low/no computer literacy
  • A basic understanding of GDPR / Data Protection compliance

Behaviours and attributes:

  • A detailed problem solver who enjoys a challenge
  • Highly organised with excellent attention to detail
  • Selfmotivated, with the ability to proactively manage your own agenda with mínimal supervision
  • Able to successfully adapt to changes in the work environment
  • Can work effectively to SLAs and keep multiple streams of work on track
  • Genuine desire to support the function with continuous improvement
  • A growth mindset; we want to help you achieve your goals

The following skills are highly desirable:

  • A full understanding of GDPR / Data Protection compliance
  • Familiar with a wide range of disabilities (Dyslexia, ADHD, low/no vision etc)
  • Have worked in a SaaS (software as a service) technology business

Salary and Benefits:

£? depending on experience

  • 33 days annual leave + 3 gifted days at Christmas
  • Generous individual learning and training allowance
  • Truly flexible hours to suit when you work best
  • Full home working set up and beautiful collaborative office space
  • Nomad working policy with family travel insurance
  • Enhanced 26 weeks maternity and 4 weeks paternity (fully paid)
  • Health cash plan (from glasses to massages)
  • 6% employer pension contribution

About Us:

Glean empowers learners with the confidence and ability to build useful knowledge in an age of information overload.

Our inclusive learning technology is used by 100,000s of students to gain 21st century learning skills with a proven note taking process.

We aim to reduce waste by helping learners to get more value from working with spoken language.


Our mission is to challenge how the world thinks about learning so that it's more accessible, productive, and purposeful for all learners.

Join our values-driven and growing team if you're excited by our goal to change a million lives for the better.