Customer Support Agent

3 weeks ago

Bristol, United Kingdom Communico Full time

**About Us**
Communico is a leading provider of innovative software solutions tailored for public and academic libraries in North America, Australia and the UK. Our mission is to empower libraries with the technology to help them better reach and engage with their communities and grow usage of their resources.

We are dedicated to fostering a collaborative and customer-centric work environment.

**Position Overview**:
We are seeking a committed and enthusiastic Customer Support Agent to join our dynamic team in our Bristol office in the UK. As a customer support agent working with our library software, your key role is to connect with customers on a human level, ensuring their needs are met with empathy and efficiency.

You will play a crucial role in ensuring our library partners receive exceptional support and assistance. You will be the frontline liaison between our company and our valued partners, providing timely and effective resolutions to their reported issues and concerns.

As a member of the Communico Customer Support Team, your role directly impacts our reputation as a company and influences whether our customers and internal users have a positive experience daily.

**Primary Responsibilities include**:

- Validating and prioritizing incoming issues while maintaining timely communication with the customer.
- Collaborate with fellow team members, assigning and coordinating support tasks as needed to ensure timely and comprehensive support coverage.
- Emphasis on following support procedures, troubleshooting, and meeting SLAs.
- Carefully identify, manage, and communicate bug issues to our engineering staff for timely resolutions.
- Develop knowledge-base documents for both customers and staff use.
- Provide overflow support to Customer Success Managers for onboarding project task like data migrations, customer configuration setups, creating custom header/footer HTML and CSS, etc.
- Be a resource as needed, to assist in QA testing of bug fixes and new releases.

**Skills**
- Exemplary written and verbal communication skills.
- Demonstrated ability to translate complex, technical ideas to customers and non-technical staff.
- Demonstrated ability to translate customer needs into technical and functional requirements.
- Strong time and task management abilities.
- Demonstrated ability to multitask and respond to changing circumstances.
- Demonstrated ability assess and prioritize conflicting demands.
- Experience coordinating the efforts of multiple contributors to achieving deadlines and SLAs.
- Strong troubleshooting skills.
- Experience with help desk and project/software management tools.
- Knowledge of software QA testing methodologies, tools and processes a plus.

**Qualifications Required**
- Minimum 2 plus years of previous experience in customer support, QA, account management or similar role.
- A 4-year degree in a relevant field is a plus but not required as we are looking for experience and attitude.
- Strong problem-solving and analytical abilities.
- Familiarity with library operations and software is a plus
- Ability to adapt to changing priorities and handle multiple tasks simultaneously.
- Tech-savvy with a passion for learning about new technologies.

**Qualifications Preferred**
- Previous experience in a SaaS, website or software field
- Previous experience in startup environment
- Skill in writing or troubleshooting any of the following technologies: SQL, HTML/CSS, Javascript

**Other Requirements**

This is an exempt position and will frequently require more than 40 hours a week to accomplish responsibilities.
- May require some work on evenings or weekends to respond to emergencies.

May require travel to library conferences in the United States.
- Local to Bristol, UK in order to work out of the Communico office opposite the SS Great Britain.

Pay: £25,000.00-£30,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Bristol, BS8 4UQ: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Bachelor's (preferred)

**Experience**:

- customer service: 2 years (required)

Work Location: In person

Reference ID: CSA

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