Support Agent, salary DOE 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?
Salary: DOE
Working hours: Monday to Friday, 09:00am to 5:30pm (30 min lunch break)
Office based: Stampede, 30 Maritime Street, Unit 4F (The Loft), Leith, City of Edinburgh, EH6 6SE
Here are the personal traits and experience we’re looking for:
Quick learner, value-driven, highly inquisitive
Energetic, enthusiastic with a strong desire to always improve
Strong record of success in whatever you have done
Exceptional verbal and written communication skills
Coachability
Whilst not essential, the following will certainly help:
Call centre experience
Previous technical support experience
What you'll be working on
Solving problems!
1st line support via Telephone, Email Ticketing and LiveChat - understanding the issue and triaging effectively whilst maintaining open communication channels with the customer
2nd line support, functional & technical
Helping the product team to manage improvements by reporting bugs
Testing and Quality Assurance - new features and bug fixes
Manage, maintain and improve infrastructure supporting our product including internal and external Knowledge Bases
Supporting partners out in the field (you on the phone, supporting a partner who is on site)
Implementing all-new Stampede customers
Working with 3rd party IT providers to implement as above
Soft Skills
Excellent communication; verbal and written
Proven experience in building and maintaining relationships with customers and partners
Must be able to manage workload, prioritise and make decisions as to what needs to be completed and when
Teamwork
Technical Skills
We’re not expecting you to have skills in all of the below however these are the technical things that support our product so being confident in learning them is essential:
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, Ruckus, Cisco Meraki, OpenMesh)
Infrastructure technology; EC2, S3, RDS, Route 53, IAM, Lambda, API Gateway
Cloud providers, specifically Amazon Web Services (AWS)
Marketing software used within Hospitality; Mailchimp, DotMailer, Facebook, Constant Contact, Zapier, Drift etc.
Support ticketing software and CRM i.e. ZenDesk, Hubspot, AutoTask etc.
Additional Information
What's in it for you?
Workplace pension
Premium work PC and equipment from Apple
33 total days holiday per year
Join a small team, make a big impact
Other perks you'd expect at a fast growing tech company.
If you’re passionate about making a difference, and want to help build a software company, drop us your CV and cover letter telling us why you want to be part of our journey.
