Customer help desk Edinburgh, Scotland
Job description
Job Title: Production Solutions Executive (Customer help desk)
Job type: Permanent
Industry: Computer Software
Experience Level: Entry Level
Company Size: <50
Company Type: Private
Salary: £18,000 – £22,000 plus excellent benefits
Product Solutions Executive (Customer help desk) - Exciting opportunity in a fast-paced and growing start-up
AJ Connect has partnered with a fast-paced and growing start-up which is looking for a Product Solutions Executive to provide stellar customer service to businesses of all shapes and sizes across the world through our in-app messenger, via email and video-conferencing tools. Established in 2011, the company has built an intuitive online booking system that has grown into an industry-leading product, powering everything from small hairdressers to multi-national household names. It is supported by a team of ambitious, talented people based in and around Edinburgh.
You will be responsible for technical troubleshooting and communicating with our development team and wider Client Services team to find solutions. You will also provide customer service data reporting and analysis to drive a support strategy based on excellence. As the Product Solutions Executive you will be reviewing and updating external product and best practice documentation, articles, and videos.
You will be working in unity to guide and support our external support team to ensure customers receive the best service. You will assist in creating and sending communications to customers regarding product and operational updates. You will also assist the account management team in implementing our product for enterprise customers. The role is key in guiding our self-serve customers with product demos and set up calls when demand is high. You will be fielding incoming customer, client, and office phone enquiries.
Who you are:
- You have a growth mindset and love solving problems
- You like taking full ownership of your workload and making a measurable impact on a business
- You’re happy working independently whilst also cooperating with other teams in the business
- You want to assist in shaping a new but highly strategic area of the business
- You want to be part of a high-paced, dynamic team with big ambitions for the future
- You want to feel empowered to explore and experiment in a supportive environment
- You’re interested in being a part of a company that values personal and professional development, and will appreciate the support of a senior management team who can assist you through regular 1:1s and mentorship
What we would like:
- Friendly and enthusiastic to help
- A natural and creative problem solver
- Emotionally controlled in heightened situations
- Takes initiative to find answers and offer solutions
- Focused in stressful scenarios
- Able to juggle priorities and multitask
- Empathetic to the challenges of our customers
- Able to assess and adjust output depending on the technical knowledge presented
- Effective and adaptive when communicating with all internal teams
- Has a positive outlook and response when communicating with customers
- Fast learner and open to change in the product and processes
- Confident in making decisions and trusting judgement
- Innovative and a critical thinker
- Always looking for challenges and opportunities
- Humble in nature
- Not afraid to seek support
How to apply
If you are interested, apply today so as not to miss this excellent opportunity. Please contact Hamish Levein for more info!
