Customer Support Exec

The role will be primarily focused on answering and managing support tickets. It will also include assigning tasks to other members of the team and making sure these tasks are completed on time. A secondary focus will be on improving and maintaining the support processes as we scale.
Customer Support Exec
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About Zapnito

Founded in 2013, Zapnito is a rapidly-growing, UK-based SaaS community platform built to showcase expertise. Innovative media companies, professional services firms, events businesses and other knowledge providers use the Zapnito platform to promote thought leadership, increase revenue, and build engagement and trust with their audiences. Customers include world-leading scientific publisher, Springer Nature, international associations like the OECD and B2B business leaders like Informa and RepTrak.

Zapnito is an enterprise grade knowledge‐sharing and community SaaS platform. It was built to connect trusted brands to their people.We help organisations at the intersection of intelligence and community to  harness collective intelligence and build lasting connections.

Why work at Zapnito?

2022 will mark a rapid growth phase for Zapnito, offering an opportunity for you to work to your full potential and develop strategic and leadership skills as the company grows. At Zapnito we work in a fun environment, with hugely talented individuals. 

Job brief

Zapnito is looking for a Customer Support Executive to join our Customer Success team as we scale. The role will be primarily focused on answering and managing support tickets. It will also include assigning tasks to other members of the team and making sure these tasks are completed on time. A secondary focus will be on improving and maintaining the support processes as we scale. 

The role is customer facing and will need excellent written and spoken communication skills. Experience working in previous customer service roles is highly desirable. The role requires the candidate to work across several online platforms, so experience with online support software is also desirable.

Required experience & skills

  • 2+ years customer service or support experience
  • Tech-savvy with experience using help desk software and support tools
  • Ability to multitask, prioritise, and manage time effectively
  • Business level English language ability

Preferred experience and skills

  • Knowledge of HTML
  • Knowledge of the Google Suite
  • Experience working with task management systems (Monday, Trello, Basecamp)

Traits and behaviours

  • Excellent communication skills, both written and oral
  • Proactive at discussing issues and following up on tasks with team members and customers
  • Unafraid of detail and “rolling up your sleeves”

Role Profile 

Key areas of focus:

  • Managing the customer support portal 
  • Answering customer questions and completing tasks in a timely manner
  • Following up internally on tickets and projects
  • Assigning tickets to relevant account managers 
  • Assist with upgrading features where necessary
  • Data entry and management
  • Weekly reporting to Head of Customer Success
  • Working with the other members of the support team to ensure the success of all customers
  • Build trust with customers through open and honest communication
  • Meet support team targets 

Current systems used:

  1. Customer Support - Zendesk
  2. Internal management - Basecamp
  3. Customer task management - Trello
  4. Zapier for integrations
  5. Heroku for data

What we offer

  • Competitive salary;
  • Share options;
  • 25 days' holiday (plus public holidays);
  • Plus Christmas / New Year close down
  • 5 days paid family & charity time 
  • Flexible / home working;
  • A fun environment, in which you will work with hugely talented individuals.

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