Customer Support Field Representative

**Atmosphere Distribution**:
**Customer Support Field Representative**

(London, UK)

**About Atmosphere**:

- Atmosphere is the world's first and largest free ad-supported streaming TV service for businesses offering original, owned, and operated TV channels along with Partner Channels from prominent brands. The platform has been built from the ground up with proprietary content, technology, and data to deliver unparalleled experiences for businesses and advertisers. The platform also provides a paid upgrade to a digital signage feature for businesses to run their house promotions within the content. Atmosphere was incubated under Chive Media Group and spun out in 2019_._

**About this Role**:
Your contribution will have an immediate impact on the success of the company. We have a positive work environment that offers professional growth which allows our support representatives to progress into new roles within the company. This is a great opportunity to be a part of a growing company focused on making a real impact in our industry. This position will report to the Customer Support Team Lead.

For our customer support field representative role this requires daily travel and hours will vary to accommodate for our customers across various industries from restaurants/bars to auto repair shops.

**Responsibilities**:

- Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services
- Maintain an organized ticketing pipeline and activity records using a CRM
- Triage on site AV issues for our customers experiencing problems with Atmosphere devices or compatibility issues with their in house AV equipment
- On site performance inspections as a means of quality assurance for Atmosphere data feeds
- Territory includes Greater London
- Occasionally assisting the Atmosphere marketing team with photography, photography experience is not required
- Expedite issues as appropriate and follow up to ensure resolution
- Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate issues based on customer product use
- Understand customers' concerns and complaints, determine the cause of their problems, and think critically to identify the best solutions
- Categorize and assess new cancellations to identify patterns, propose solutions, and reinforce customer retention
- Reach and exceed key performance indicators including (1) number of on site visits (2) tickets closed, (3) ticket efficiency (time elapsed to close), (4) number of cancellations, (5) customer satisfaction, and (6) percentage of tickets escalated
- Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency

**Requirements**:

- 1-2 years as a customer support/service/success representative
- 1-2 years of experience installing or otherwise managing AV equipment for local businesses such as a restaurant or a bar
- Strong in person communication skills. You will oftentimes be the face of Atmosphere and will need to present yourself as such
- Ability to work independently and multi-task
- Must possess a clean driving record and reliable vehicle
- Possess a strong sense of urgency and an ability to analyze and solve problems.
- Be passionate about positive customer service experiences and outcomes.
- Demonstrate sound judgment and decision-making
- Accept accountability and take pride in your work
- Comfortable with windshield time, this role requires traveling from business to business in various cities throughout the UK
- Experience with CRM and workflow tools such as SFDC, Pipedrive, Hubspot, Zendesk, etc.
- Photography experience is not required but is a plus

**Compensation and Benefits**:

- Competitive salary + bonus/commission opportunities
- Company equity
- Competitive insurance
- Competitive Pension Match
- Lunch Stipend
- Remote work
- So much more