Customer Support Tech - UK London, England
Job description
Spiff (https://spiff.com), recently named one of the most innovative Fintech companies, is on a mission to inspire, enable, and reward peak business performance. Why? Commission plans are used by modern companies to reward and drive good behavior using more advanced rules or combinations of rules such as quota attainment, accelerators, and other types of variable earnings. Great Commission plans motivate Salespeople to sell more to the right companies. In order to help companies and reps to reach their full potential, we take the manual labor and complexity of current commission processes and completely automate them. Finance teams used to spend hours each month trying to prepare commissions, communicate them to their reps, deal with discrepancies, and then get those paid on time. Spiff automates that full process. We connect to the client's systems; CRM, ERP & Payroll to reduce the work and amount of errors. Spiff gives powerful, real-time data and insights to reps, managers, and executives about their commissions.
Who we are looking for...
We’re looking for a Customer Support Technician in the UK to help us replicate our clients' excel commission models in the Spiff system. Commission spreadsheets are similar to other complex excel financial models so individuals with backgrounds or interest in FP&A, banking, audit, accounting, etc. will be helpful, but not necessary. Fast learning, technically sharp people with the ability to learn quickly and effectively will make the best candidates for this position.
As a Customer Support Technician, you are a critical component of the Client Success team, and for end-users, the first point of contact. You will respond to and troubleshoot cases submitted via email and a web-based ticketing system, from admins and end-users. Support is provided through email, web, chat, phone, and other channels as required in a timely and professional manner. All support activities and communication are thoroughly documented in a case management system.
What you’ll contribute in this role…
Exceed client expectations by providing an amazing support experience
Identify and resolve client issues via incoming emails, etc
Answer how-to questions
Replicate, troubleshoot, and describe simple bugs and report to product/engineering
Provide clients with knowledge regarding software functionality and best practices
Provide clients with root cause analysis and in depth troubleshooting
Meet and exceed Service Level Agreements through effective incident management
Keep thorough, clear, and complete records in the ticketing system of all actions taken
Escalate tickets as appropriate
Be friendly, efficient, and dependable, and always provide timely updates to users
When assigned, create documentation of Support processes
Contribute to overall content and quality of Spiff’s knowledge base
Hours will be from 8 am - 5 pm ET
Other duties as assigned
What experience you’ll bring to Spiff…
2-5 years of professional experience
Bachelor’s Degree or equivalent experience
Strong technical, troubleshooting, and analytical skills
Ability to navigate complex excel models.
Proven ability to function in a self-directed environment
Strong verbal and written communication skills.
Professional. Internally Spiff is a startup, and it is awesome. Externally, it’s important that clients see that fun, but as a Fintech startup, working with senior members of management at some of the biggest brands in the world, every interaction needs to be fast, professional, succinct, and intelligent.
Reliable. Since your work will represent much of the first experience a client has with Spiff, you must be able to perform your work and manage your projects to complete them in a timely manner
Detail oriented - you must be able to notice small details and fit them within the larger picture.
Experience with commission plans and calculations
Experience with Salesforce
Incredible sense of humor
Bonus Points!
Sales ops, especially familiarity with Salesforce (from an admin perspective)
Technical expertise (SQL/database, light coding, etc...) is a huge plus
Basic accounting/finance understanding
Interest in Startups/Tech/Finance. Our team loves the startup community, and genuine interest in the space is huge.
Compensation...
At Spiff Inc. we are committed to equal pay and opportunities. In order to provide full transparency, the salary range for this position is GBP £45,000.00 - £50,000.00 per annum for all candidates based in the UK. This position is eligible for equity.
If you are located outside of the UK and would like to have visibility on the salary range valid in your location, it can be disclosed by your recruiter upon request.
Spiff Inc. will consider internal equity, external market information and each candidate's prior experience, education, location, skills and aptitudes for the role they are applying for.
What types of perks and benefits we offer…
- Competitive Salary and Equity
- Health Benefits
- Remote First & Friendly Company
Come join the best team in the space! We’re building amazing software to solve a massive sales and finance gap, and you’ll be a major part of our success.
At Spiff, we're committed to building a diverse and inclusive organization that reflects the ever-changing world around us. We strive for an equitable workplace where everyone feels welcome regardless of gender identity or sexual orientation; race or ethnicity; age; physical ability; socio-economic status; religious beliefs; political views or affiliations; or any other factor that can be used to make someone feel excluded from the workplace experience.
Our unwavering commitment to this mission is founded in the idea that varied perspectives drive innovation.
We know that fostering a diverse and inclusive team has a positive impact on our products and services, and helps us better serve our customers, employees, and community stakeholders. That's why we're building a culture where differences are celebrated and an environment where people from all backgrounds are treated with respect and given the freedom to be their authentic selves.
