User Help Executive
At the Guardian we are passionate and determined about delivering the best possible experience to our users.
To be a great Userhelp Executive you need to understand our products, our customers and digital technologies. We therefore need someone that is curious, loves asking questions and most importantly never wants to stop learning.
Our Userhelp team are at the forefront of answering the myriad of different types of queries that our loyal and engaged users ask us every day. From comments on the news we make, to questions about how to support us, along with technical questions about our digital products, Userhelp are a first point of contact for a large number of our products and services.
This specialist team are embedded in the department that creates our digital products. The team’s job is to resolve technical queries from our users and, increasingly importantly, to be the interface between our users and the technical team that deliver our digital products.
As a Userhelp Executive in part of our Userhelp team, you will be the first point of contact for technical queries from users. It will be your role to respond to our users, to diagnose and resolve faults, allowing our customers to get the most out of the services they use. A passion for investigating and resolving technical issues is absolutely essential, so experience of supporting external users in a helpdesk environment, or similar, is preferable.
You will be patient and analytical. You will thrive on seeing things through to resolution and be proactive about finding solutions. You will also have an empathetic approach and will understand the impact that an issue can have on a user’s day-to-day experience, and their longer term association with us. In the role you will communicate with customers predominantly through inbound/outbound emails and phone calls, so it is crucial that you are able to communicate in a clear and engaging manner.
In addition to the day to day bread and butter of dealing with customers’ queries, you will be be encouraged to spend time analysing, sharing, and highlighting trends to the wider team and business so we can identify patterns of problems and reduce incident rates by making our products better. You will be sometimes be working directly with members of our development teams to shape the future of our products.
Deadline for receipt of applications is Monday 23rd October 2017.
For more information please view the job description at our website via the button below.