Technical Customer Support Executive Oxfordshire
Job description
About the Role
NorthRow is looking for an ambitious, and enthusiastic Technical Customer Support Executive to join the existing Customer Support team, who will be responsible for providing 1st /2nd line assistance to the customers, have the ability to deal with the more technically challenging support activities and workload as well as assisting with customer configuration & integration projects.
Reporting directly to the Head of Platform Operations, you will have a high degree of autonomy, and bring fresh ideas to a growing scale up business, with the potential to develop within a growing Customer Support team. This role will suit an individual with a technical background who is looking to progress into a more customer facing role, or an existing customer support executive with a strong technical acumen. Someone that takes pride in excellent service and has a proactive, friendly, and enthusiastic approach to solutions.
NorthRow is a fully remote organisation, meaning that you will primarily be working from home, with all travel to in-person meetings/events/meetups covered by NorthRow’s expenses policy. These meetings will be at least quarterly, with potential for this to be more frequent as and when the job requires it.
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Responsibilities*
- Work with the existing support team to provide excellent technical support
- Communicate directly with clients through the support desk, phone calls and email
- Handle more complex cases that have been escalated from members of the customer Success team and 1st Line Support
- Identify and assess customers’ needs to achieve effective resolution and satisfaction.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Liaise with members of the support, and engineering teams to ensure requests are resolved, technical questions answered, and issues are reported and fixed
- Efficiently manage a queue of support tickets
- Find solutions for more complex client requirements
- Act as a point of contact for product-related questions, both internally and external
- Meet personal/customer service team Service Level Agreements (SLAs).
- Handle customer complaints/issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Setting up, training & assisting customers with system integration.
- Create and pro-actively re-assess support documentation to ensure appropriateness and accuracy.
- Understanding customer issues/requirements and suggesting changes to the system to improve the user experience.
- Generation of requested reports for internal and external use.
- Provide feedback and insights into customer requests/trends to the wider business
Required Key Skills/Experiences
- Experience in software or technical support
- Understanding of Cloud/SaaS based offerings.
- MySQL Experience
- The ability to communicate well with others with strong friendly, professional call handling skills and active listening.
- Strong customer focus
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
- Team-player who can work unsupervised
- Analytical approach to problem solving and decision making (inc. root cause)
- Good numeracy & literacy skills.
- Excellent attention to detail.
- Ability to investigate a problem from report through to conclusion, or escalation to the engineering function in a logical fashion.
- Ability to remain calm under pressure and deliver consistent and high-quality service to clients
- Basic data analysis & manipulation.
- Good IT technical skills including familiarity with Microsoft Office products (Excel, Word etc.)
- Ability to adapt/respond rapidly to change.
- Ability to multitask, prioritize, and manage time effectively.
- Attention to detail
- The desire to learn new skills.
Desired Key Skills/Experiences
- Experience of JIRA, Confluence, Zendesk or DataDog
- Experience of common AWS services (such as Lambda, RDS & Cognito)
- CloudWatch log interpretation & exploration.
- Experience working in or alongside a regulated environment.
- Understanding of RESTful APIs.
- Ability to interpret & manipulate JSON & XML Requests & Responses.
Person Specification
- Tenacious: we need people who are tenacious and resilient and who don’t get downhearted if results don’t go their way; we are a scale-up and things change rapidly - you need to find that exciting, not frustrating.
- Ownership: we are looking for people who take the initiative to fix their problems and move forward fast. There is no time for blame or fault.
- Impactful: Understand the company’s goals and prioritise work to achieve them.
- Detail oriented: we need people who have the ability to take in evidence, integrate information from multiple sources, derive meaning from it, and make critical decisions quickly.
- Growth mindset and Curiosity: We are still working on ways to make our systems, processes, software, and everything we do, better. We’ll expect you to lead this by example and encourage others to follow.
- Teamworking: We will achieve more by working together to achieve common goals. We need people who know their own strengths and weaknesses and can empathise with others.
Benefits
- Remote First Working - Ergonomic home setup including laptop, monitors, peripherals, etc, but the freedom to take your work to a cafe or shared work space, whatever suits you
- Flexibility - Work around the core hours - make time for the school run, the doctor - we’re serious about work/life balance
- Feel Good Fridays - Half day EVERY FRIDAY to get out and enjoy life!
- Working Abroad - A yearly allowance to have a taste of the digital nomad experience
- Quarterly company events with expenses paid, to meet up and get to know each other better
- Supported learning - There will be so much to learn on the job, but we want everyone to develop and grow, so we promote self-learning
- Plus - Up to 30 days annual leave, Life Insurance, Private Healthcare, Company Pension and a competitive salary!
About NorthRow
NorthRow is a fast-growing scale-up RegTech organisation that delivers SaaS solutions to regulated organisations through an API-led product strategy. We help businesses manage the regulatory and financial crime risks that their counterparty relationships expose them to. By transforming complex compliance processes, our platform enables our customers to drive revenue, reduce costs, and meet compliance regulations. Manual solutions to fight financial crime are costly. Additional resource investment, longer timescales, poor customer service, higher abandonment rates, and exposure to fines and penalties, are all real risks. We help our clients to address these risks and so play our part in reducing the impact of financial crime.
Recognising the challenges businesses face, NorthRow has developed a platform with a single powerful API. Focussed on regulated companies with complex IT infrastructure and compliance requirements, our platform enables businesses to transact faster and more cost-effectively, ensuring higher productivity with a consistent and auditable process. We are working with increasingly large clients who value our expertise in their digital transformation projects around client onboarding and monitoring.
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Company Values – NorthRow FIRST*
Freedom: to challenge & innovate; to come up with ideas and to be heard.
Integrity: trusted to do the right thing and to do things right, always acting ethically.
Responsibility: for individual results and working together towards our shared goals.
Supportive: of our clients, of each other, and of our well-being.
Transparent: we’re as open as we can be and honest, both internally and externally.
Job Type: Full-time
Salary: £25,000.00-£28,000.00 per year
