Technical Support London, England
Job description
We are looking for personable, lovely, and brand-obsessed Technical Support to join our fast growing Mar-tech startup.
You will work with some of the most exciting and cutting-edge brands, supporting them in their growth through the power of their passionate customers. After training, you’ll use your deep understanding of the platforms to support all things the Duel platform.
Using your love of tech and passion for exceptional service, you will be the bridge between our product and its treasured users.
THE COMPANY
Duel was founded by world-record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis.
They believed that purpose-led brands are changing the way we all live and set out to define how the greatest brands of tomorrow grow through Brand Advocacy. Duel exists to prove that caring for people builds brand, which builds long-term and exponential profit returns.
Our Brand Advocacy Platform allows mid-level to enterprise brands to do just that - scaling how they manage their relationships with thousands of advocates and brand ambassadors. Today, we’re proud to name some of the top brands in the UK as brand partners, such as Monica Vinader, Charlotte Tilbury, Rab and BeautyPie, as well as counting the likes of KUHL and Tropicfeel internationally (to name a few). We’ve also been recognised as Gartner’s Cool Vendor in the space..
The Duel team comprises brand experts and community builders from companies including lululemon, Treatwell, Mimecast, Contagious and Bain as well as entrepreneurs, psychologists and other exceptional talent.
THE ROLE
Here at Duel, our clients mean the world to us. Which tracks given we’re all about Advocacy. Within the role, you’ll be the platform superhero, overseeing each interaction and swooping in to the rescue to support in any technical questions - ultimately the bridge between the product and it’s users. Utilising your passion for problem-solving and dedication to people, you’ll be keen to make an impact with our clients and their customers at every possible opportunity.
Support & Success
Communicating with users and supporting in resolution via support tickets, live chat and the platform
Always asking customers "why" and looking at the bigger picture to find out what caused the support case in the first place
Acting as the primary customer resource, working to resolve issues from their customers via phone, email and/or remote software access
Building and maintaining valuable client relationships
Strategy & Processes
Identify and build best-in-class processes and policies to help us deliver top-tier service
Continuously looking for opportunities to add value to our clients and improve the experience for their (and our) customers
Encourage the learning, development and growth of the team through client and customer feedback and questions
Help define our support tech stack, including knowledgebase, ticketing and helpdesk software
Building Out the Support Function
Maintaining and growing the customer knowledge base with new information, client issues and product updates
Assisting with integrations of CRM and eCommerce systems using Open APIs
Recommending potential improvements by analysing ticket trends, customer questions and analysing customer needs
Contributing to the wider success team’s effort by sharing knowledge, supporting other’s efforts, and providing backup support as required
THE PERSON
Care-full - You care about what you do and how you do it, always after the best result for the client
A solutions-oriented approach; ability to pivot conversations and recommend creative solutions on the fly
Strong attention to detail - articulate and specific, mistakes rarely get past you
A provable growth mindset, keen to learn and grow in everything you do
Authentic, personable, empathetic and genuine – you are the kind of person who has a hunger to learn all about someone when you meet them. You ask questions and you genuinely have an interest in the answers
You would call yourself a “multitasker” able to manage several projects at once while staying organized.
Proven interest and experience in brands, marketing or tech is preferred
Experience in managing operations/administration tasks
Experience working face-to-face with partners, customers or potential clients in some capacity
Must be living and eligible to work in the UK
EXPERIENCE
3-5 years’ experience in customer support or technical roles
Proven experience with support ticketing systems, Hubspot is a bonus but not essential
SaaS experience preferred but not essential
WHAT WE OFFER
Flexible working hours after you complete your onboarding period - if you need to fit around childcare, or need to pop out for a weekly tennis class - we will work around it with you!
Hybrid working - minimum 2 days a week in the office for coaching/training as part of your onboarding period
28 days holiday excluding public holidays and an extended end-of-year break! (About 35 days!)
On-going training where required
Perks: Gym membership, Headspace subscription and work-related or personal growth reading/Audible budget, cycle-to-work scheme and more!
Competitive salary - £24k - £32k
We’re on a mission to build a remarkable company, with remarkable people and a remarkable culture that you will want to shout from the rooftops about. In a relaxed, flexible and fun environment, the team is driven to make the business a success, while enjoying what we do and who we do it with.
HOW DO I APPLY?
Please send us your CV (no cover letters please) to the email address specified in the ad with the job title as the subject line.
(No recruiters, please! We would rather save the money and put it towards an awesome team day out. Also, no phone calls. Everything must be done by email. Cheers!)
Duel is committed to creating a diverse environment and is proud to be an equal opportunity employer. We know some folks only apply for jobs when they meet all the criteria, but that's not imperative for us - we're looking for passionate, talented individuals to join our fast-growing, dynamic business. If you think you might be able to succeed in this role, now or in the future, ping us your CV - we'd love to meet you.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.
