Technical Customer Support Executive

2 weeks ago

Remote, United Kingdom NorthRow Full time

**About the Role**

NorthRow is looking for an ambitious, and enthusiastic Technical Customer Support Executive to join the existing Customer Support team, who will be responsible for providing 1st /2nd line assistance to the customers, have the ability to deal with the more technically challenging support activities and workload as well as assisting with customer configuration & integration projects.
Reporting directly to the Head of Platform Operations, you will have a high degree of autonomy, and bring fresh ideas to a growing scale up business, with the potential to develop within a growing Customer Support team. This role will suit an individual with a technical background who is looking to progress into a more customer facing role, or an existing customer support executive with a strong technical acumen. Someone that takes pride in excellent service and has a proactive, friendly, and enthusiastic approach to solutions.
NorthRow is a fully remote organisation, meaning that you will primarily be working from home, with all travel to in-person meetings/events/meetups covered by NorthRow’s expenses policy. These meetings will be at least quarterly, with potential for this to be more frequent as and when the job requires it.

**Responsibilities**
- Work with the existing support team to provide excellent technical support
- Handle more complex cases that have been escalated from members of the customer Success team and 1st Line Support
- Identify and assess customers’ needs to achieve effective resolution and satisfaction.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Liaise with members of the support, and engineering teams to ensure requests are resolved, technical questions answered, and issues are reported and fixed
- Efficiently manage a queue of support tickets
- Find solutions for more complex client requirements
- Act as a point of contact for product-related questions, both internally and external
- Meet personal/customer service team Service Level Agreements (SLAs).
- Handle customer complaints/issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Setting up, training & assisting customers with system integration.
- Create and pro-actively re-assess support documentation to ensure appropriateness and accuracy.
- Understanding customer issues/requirements and suggesting changes to the system to improve the user experience.
- Generation of requested reports for internal and external use.
- Provide feedback and insights into customer requests/trends to the wider business

**Required Key Skills/Experiences**
- Experience in software or technical support
- Understanding of Cloud/SaaS based offerings.
- MySQL Experience
- The ability to communicate well with others with strong friendly, professional call handling skills and active listening.
- Strong customer focus
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
- Team-player who can work unsupervised
- Analytical approach to problem solving and decision making (inc. root cause)
- Good numeracy & literacy skills.
- Excellent attention to detail.
- Ability to investigate a problem from report through to conclusion, or escalation to the engineering function in a logical fashion.
- Ability to remain calm under pressure and deliver consistent and high-quality service to clients
- Basic data analysis & manipulation.
- Good IT technical skills including familiarity with Microsoft Office products (Excel, Word etc.)
- Ability to adapt/respond rapidly to change.
- Ability to multitask, prioritize, and manage time effectively.
- Attention to detail
- The desire to learn new skills.

**Desired Key Skills/Experiences**
- Experience of JIRA, Confluence, Zendesk or DataDog
- Experience of common AWS services (such as Lambda, RDS & Cognito)
- CloudWatch log interpretation & exploration.
- Experience working in or alongside a regulated environment.
- Understanding of RESTful APIs.
- Ability to interpret & manipulate JSON & XML Requests & Responses.

**Person Specification**
- Tenacious: we need people who are tenacious and resilient and who don’t get downhearted if results don’t go their way; we are a scale-up and things change rapidly - you need to find that exciting, not frustrating.
- Ownership: we are looking for people who take the initiative to fix their problems and move forward fast. There is no time for blame or fault.
- Impactful: Understand the company’s goals and prioritise work to achieve them.
- Detail oriented: we need people who have the ability to take in evidence, integrate information from multiple sources, derive meaning from it, and make critical decisions quickly.
- Growth mindset and Curiosity: We are still working on ways to make our systems, processes, software, and everything we do, better. We’ll expect you to lea

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