Technical Client Support

Location
Chester
Salary
£20000 - £28000 per annum
Posted
25 Apr 2019
Closes
23 May 2019
Ref
00094683
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
CLIENT SUPPORT

This software company's Client Success team deliver marketing campaigns with their clients using the Customer Engagement platform. Campaigns result in tailored communication to a customer; in the form of dynamic changes to content via offline channels such as Email, SMS and Push notifications; and on the client's website.

By joining the Client Success team, you will be the first line of call to support their clients in using the platform to build their campaigns, helping to train the clients to be self-sufficient, helping to identify issues and answering questions on insight into the effectiveness of campaigns or finding the right segments to target with a new campaign.

Your ability to communicate effectively over the phone and online with their clients, ensuring that they receive the correct level of support through your attention to detail will be key to this role. Being able to help a client structure their campaigns or work through an issue ensuring a positive result will ensure you and their clients see ongoing success.

Your ability to relate to their clients marketing needs, whilst knowing the technical underpinnings to work with a cutting-edge digital marketing system will be key. Your ability to use JavaScript, HTML, CSS and SQL as well as understanding how computer systems are integrated will ensure you can provide accurate responses to their clients. You will be expected to take part in their out of hours support rota.

In a Client Support role, they expect you to be able to learn quickly, make well-reasoned decisions, communicate well within their team and with their clients. To be able to work independently and take responsibility to ensure clients issues are resolved. And of course, deliver great, robust, high-quality code!

Responsibilities
- Providing verbal and written 1st line support communication using their Jira ticket system or over the phone
- Escalating support issues to 2nd line team when required
- Diagnosing and resolving campaign issues
- Setting up and configuring new campaigns with their clients on the Intilery platform
- Delivering new campaigns from a statement of work
- Providing help and advice to customers using their products or services
- Producing written information for customers and 'help' literature
- Improving customer service procedures, policies and standards
- Work as part of the out of hours support rota
- Occasional travel to a client to help delivery demo's or training

Requirements
- Communication and Organisational Skills
- Focus on Client Success
- JavaScript
- HTML and CSS
- SQL

Desirable
- Experience of working from requirements
- Experience of debugging and resolving issues
- Experience working with REST services
- Experience with developing marketing campaigns

Benefits
- Working from home 1 day / week
- Free fruit, coffee, soft drinks
- Health Insurance
- Life Insurance
- 25 days holiday per year
- Additional day off on your birthday
- Company Pension
- Gym Membership

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