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Customer Support Technician

Posted 22 February by BookingBug Easy Apply Ended

BookingBug is the industry’s most advanced, most powerful and most versatile appointment and event booking platform. BookingBug powers the real-time management of appointments made via online, mobile, in-store or call centre for thousands of enterprise clients in retail, financial services, public sector and other industries. BookingBug easily integrates with existing staff calendars and internal systems, and the unmatched flexibility of our platform puts clients in the driver’s seat. We’re looking for an experienced, professional Customer Support Technician to join our growing team in Farringdon (and we also have offices in Sydney and Boston). The support team is BookingBug’s front-line (the face of our company and user community) and as part of our innovative team you’ll be responsible for helping new customers get up and running and making sure our happy customers stay happy. The Customer Support team works very closely on a daily basis with other teams including Project Management and Account Management.

The main tasks and responsibilities of the role are as follows:

  • Responding to technical queries from customers and prospects
  • Diagnosing and solving platform issues
  • Assisting with the configuration of customer booking systems
  • Logging and keeping records of customer queries using ZenDesk and JIRA
  • Following up and making scheduled call backs to customers where necessary
  • Identifying and escalating priority issues; redirecting problems to appropriate resource
  • Handling inbound sales enquiries
  • Testing changes to the platform
  • Working remotely via Slack with the rest of the customer support team
  • Collaborating with other departments such as Engineering and Development

The role requires the following skills and experience:

  • A confident, enthusiastic attitude
  • Experience working within a SaaS (software-as-a-service) or Software company in a similar role ideal
  • Technically minded, and ability to clearly document bugs
  • Some coding experience beneficial - basic HTML / CSS / JavaScript a strong plus
  • Experience using ZenDesk and JIRA is must
  • An ability to assess each customer’s IT knowledge levels
  • Ability to deal effectively with difficult callers
  • Ability to develop an in depth understanding of the software that our customers are using
  • A creative, innovative person that likes getting stuck in and is keen to learn and grow
  • A proactive self-starter, always considering, suggesting and trying new ideas and approaches
  • Bachelor’s degree desirable
  • An understanding of and enthusiasm for, small company culture and dynamics
  • Native/fluent English speaker; strong communication skills; both written and verbal

If this sounds like you - and you're looking for a new challenge where you can learn, grow and make a real difference within a dynamic and passionate team - we’d love to hear from you! We offer 24 days’ holiday in addition to the UK bank holidays; employee referral incentives; casual dress & great working environment; breakfast, food & beer in the office; team social events and of course, a fantastic, hard-working, motivated and fun team!

Required skills

  • SaaS
  • JIRA
  • Zendesk

Reference: 34531143

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