Customer Success Agent Leith, Scotland
Job description
We’re a tech scale up with plans for global market domination. Already a few years in, we’ve done the groundwork and have an amazing presence, high profile customers and success stories.
The journey is at times tough, but the rewards are immeasurable. We’re dedicated, focused and already on the uphill path to domination. Are you in?
Our Customer Success Agent will join our post-sales team and be responsible for the smooth running of the post-sale customer experience.
Your focus will be on several business areas; ensuring our new customers are on-boarded within 14 days of signing up to Stampede; supporting customers with technical issues; and dealing with cancellations and retentions.
The primary responsibility of the Customer Success Agent is to ensure all customers are happy with their experience of Stampede. You will prioritise your workload to ensure key tasks are completed.
Key tasks include:
- arranging implementation calls with new clients (held over Google Meets) in a timely fashion
- coordinating implementation projects for multiple clients and sites in line with business targets
- communicating status of implementations to clients and management
- Dealing with customer support issues on the phone, email and through our ticketing system
- Maintaining accurate customer records in the company CRM
- working with and coordinating external suppliers; IT companies and installers as needed
Soft skills
- Excellent customer service. You listen and communicate well
- Problem solving - you can investigate and determine the root cause of the customers issue quickly
- Time management - you can deal with multiple tasks and prioritise effectively
- Willingness to learn - there are endless possibilities for progression, if you’re willing to get stuck in
Technical Requirements (beneficial, though training can be provided)
- Networking Technologies - LAN/WAN and Wireless
- Core internet technologies - Routing and switching, DNS, DHCP, OSI Model
- Professional grade WiFi access points & their cloud controllers (Ubiquiti UniFi, Cisco Meraki, Ruckus, Openmesh)
- Marketing software used within Hospitality; Mailchimp, DotMailer, Facebook, Constant Contact, Zapier, Drift etc.
- Support ticketing software and CRM i.e. ZenDesk, ZohoDesk, AutoTask etc.
Additional Information
What's in it for you?
- Office based - join a small team, make a big impact
- Workplace pension
- Premium work PC and equipment from Apple
- 33 total days holiday per year
- Other perks you'd expect at a fast growing tech company.
