Senior Customer Support Engineer

Posted on Support

COMPANY INFORMATION:

We use data to truly understand each customer, and make sure that their experiences are ones they truly find valuable. We do this right now for 200 of the fastest growing retail brands, from Made.com to Hotel Chocolat, and for 200 million individual people across the world. We have (rather empty) offices based in London, New York and Southampton, and have raised over £25m from leading VCs like Octopus and Summit.

JOB DESCRIPTION:

Joining our Customer Support team, you will be answering all in-bound queries (tickets and live chat) from our customers using Zendesk - from passing on simple "How do I..." queries to internal teams to investigating API integrations, HTML template queries and more complex application problems.

You will also identify documentation requirements, or updates to existing documentation. We also run a paid on-call rota system for emergencies, plus cover some international hours, which you will participate in once up to speed.

The support team works closely with the Customer Success and Development teams, capturing feedback on product enhancements, reporting issues, account trends, and updating documentation.

We also run a paid on-call rota system for emergencies, plus cover some international hours, which you will participate in once up to speed.

What kind of people do well in this role?

Experienced
You have experience handling tiered support tickets for a data-focussed software company (or similar)

Excellent communicator
You have exceptional writing skills and can communicate technical information in a clear, concise way to a variety of stakeholders - from CMOs to Developers on the phone, and by email. You know how to make clients happy and go out of your way to do so.

Passionate about the customer experience
You know what makes customers happy and go above and beyond to deliver epic service, getting it right the first time.

Organised
You are able to work in a really fast-paced environment, juggling multiple tickets at the same time.

Data-driven
You’re comfortable working with big data sets and are able to manipulate these to pull interesting insights using tools such as Excel/Google Sheets

Why join Ometria?

One of our values is “It's awesome to be here”, which we show with our:

Team of amazing people
We are committed to hiring the right people and maintaining our culture as we grow
Making sure you’ll have an impact
We’re solving interesting challenges and you’ll have a say in how we solve them
Supporting learning and development
We’re in this together and want you to become your best and feel supported as you do so. We want all Ometrians to be able to continually learn and grow in their roles, with our development fund we make sure the team has the tools they need to excel
Going above and beyond to help each other
We’re all part of the bigger picture. We love helping each other and celebrate success together

About Company

Ometria

Job Information

Status: Open Job type: Full Time Salary: Negotiable Publish date: 22 Feb 2021 Expire in: 2 weeks

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