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Customer Support Technician

2 months ago

United Kingdom JRNI Full time

L2 Customer Support Technician (UK Remote)

JRNI delivers the industry’s leading enterprise SaaS scheduling and queuing platform designed to optimize the customer journey through powerful personalized experiences both in-person and virtually. JRNI’s platform dramatically increases customer conversions, satisfaction and loyalty while expanding interactions and managing staffing efficiency and profitability. JRNI’s offerings are used by some of the world’s largest retailers and financial institutions including HSBC, Santander, Next, Signet and Urban Outfitters.

As part of our Global Customer Support Team you will be supporting our Enterprise client base, whilst creatively working with different teams across the business to solve technical problems. It’s a really exciting role for somebody who wants to ramp up their technical and commercial acumen whilst investigating and solving Enterprise Clients technical issues.

You will:

  • Respond to technical queries from customers and prospects.
  • Use your initiative to diagnose and solve platform issues.
  • Assist with the configuration of customer booking systems and test changes to the platform.
  • Log and keep records of customer queries using ZenDesk and JIRA.
  • Follow up, build rapport, and make scheduled call-backs to customers where necessary.
  • Identify and escalate priority issues; redirect problems to appropriate internal contacts for resolution.
  • Collaborate with other departments such as Engineering and Development and the rest of the global support team.

About you:

You’re a strong communicator and you really enjoy seeing a task through to the end. You’re technically minded and can give examples of where you’ve had to use an out-of-the-box approach to solve an issue. You’ve got experience working within a complex bespoke SaaS or Software company and you’ve got a solid level of commercial and technical understanding.

  • 3+ years experience supporting enterprise-level SaaS clients.
  • The ability to confidently communicate with and support Enterprise clients and internal stakeholders at all levels.
  • A highly motivated Team Player who is a self-starter and who should also be able to work on their own initiative.
  • “Can-do” attitude & willing to go the extra mile.
  • Work to tight deadlines, yet still be consistent, precise & detail oriented.
  • Willingness to embrace change & upskill as necessary
  • Excellent communication skills in both written and spoken English.
  • Experience building relationships with customers and with peers across the business.
  • Experience of working remotely.
  • The ability to develop an in-depth understanding of a bespoke software product and show a basic knowledge of HTML / CSS or other coding languages. (API experience a definitive advantage).
  • The ability to understand complex technical issues and articulate these to both technical teams internally and to customers, externally, in non technical terms.
  • Have experience with Zendesk, Jira or equivalent bug-tracking software.

Come join the team