Position: Support Representative
Role: Fully remote
Salary: 24K + Vitality private health insurance & a monthly wellbeing budget
Ingenio are currently sourcing a Support Representative to serve as the first line of support for one of our clients who operate in the CRM space.
Often being the first to hear about bugs or improvement requests, you will work closely with the Engineering and Product departments to ensure all important information is communicated swiftly and clearly in order to continually move the product forwards.
🚀 Your Responsibilities:
Take ownership of customer support queries via live chat, email, and telephone while maintaining our high SLA and customer service standards
Manage client expectations, ensuring they are always up to date on our progress
Dig into customer data by writing SQL queries to uncover configuration or data sync issues
Investigate bug reports and summarise customer issues/feedback to the engineering and product teams
Manage and deliver any metric and configuration change requests from clients
Continuously build out our help desk with resources to enable clients to self-solve common issues
Experience in a customer-facing role, preferably a technical one
Excellent written & spoken English
Technical by nature with an understanding of JSON & SQL
Ability to context switch and stay organised (you'll be managing several queries at once)
Be warm, friendly and consultative; you always find answers to problems
To be tech savvy; you'll be learning the inner workings of a lot of systems!
Level headed and able to manage customer demands on scale
Ability to work comfortably from home in a dedicated space