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Customer Support Associate

2 months ago

London, UK, United Kingdom zkipster Full time

zkipster is the guest list management software for live, virtual and hybrid events. Galas, premieres, fundraisers, product launches, conferences, and corporate events are powered by zkipster every day. Since launching in 2009, zkipster has been used to organize and check in over 12 million guests across more than 100 countries. The friendly zkipster team of event, design, and tech influencers operates globally with bases in North America, Europe, and Asia, together united around one goal: helping create the perfect guest experience.


We are looking for a highly motivated Customer Support Associate - Europe, based out of London. Reporting to the Head of Customer Support as part of a team of CSAs in other regions, and working closely with the Regional Head of Client Relations and the cross-functional team in your region, your primary responsibility will be to cultivate new customers and troubleshoot client issues quickly and effectively using your outstanding customer services skills. You will be passionate about managing high profile client relationships at the highest standard, an independent self-starter, be calm under pressure, hungry to seek out revenue opportunities amongst support requests and really enjoy making customers happy. You will be consistently professional and patient with customers, enjoying solving issues. You’ll be comfortable collaborating with team members across time zones and possess immaculate verbal and written communication skills to converse with contacts at all levels. Ultimately, you will understand what it takes to manage client relationships for the leading software powering some of the world’s best events


You’ll be joining an equally passionate and talented team, based around the world, with big plans to take zkipster to the next level in the special events space. In return, expect a healthy company culture, career development, exposure to the world’s biggest Entertainment, Arts, Sports and Luxury brands and events, a flexible working environment and lots more Some travel may be required with expenses covered. We’re a remote team so we split time between working from home or from our co-working offices with worldwide locations.


Responsibilities:


  • Respond to customer queries in a timely and accurate way across all first response channels (chat, email and phone)
  • Ensure high quality interactions at all times
  • Identify customer needs and help customers use specific features
  • Analyze, troubleshoot and report product bugs or recurring issues
  • Always be on the lookout for prospective customers and expansion opportunities
  • Adapt zkipster client engagement practices
  • Maintain support elements of customer service blueprint
  • Develop resolution bots, product tours and automations that improve the customer experience
  • Ensure smooth handover between regions by support specialists
  • Maintain and update the article/video-based knowledge center/ and academy
  • Assist with community moderation and community members engagement
  • Drive the growth and development of the knowledge center
  • Ensure customers are notified through support channels about product updates
  • Produce and host live webinars
  • Drive engagement and learning paths to make customers onboarding effective
  • Gather client sentiment and product feedback and communicate with product management
  • Work closely with Client Success Managers (and Regional Heads of Client Relations) to identify potential client advocates
  • Share feature requests and effective workarounds with team members
  • Monitor customer complaints and zkipster mentions on social media or forums and provide assistance
  • Assist the local CR team with any other duties that might be required


Your Profile:


  • 1+ year experience in customer support roles in mid-size SaaS and/or start-up companies
  • Experience troubleshooting software problems
  • Experience of using Intercom or a similar help desk software
  • Experience of using Salesforce or a similar CRM
  • Excellent written, communication, presentation skills and passionate attention to detail
  • Interest in video editing, content producing and webinar hosting
  • Commitment to customer service excellence, enjoyment in establishing and building client relationships
  • Independent thinker – able to work from a brief and use initiative to achieve outcomes
  • Tech enthusiast with innovative, curious attitude to learn new technologies
  • Strong team player with client-centric attitude in global operating team


Desirable:


  • Proficiency in German or French is a plus but not essential