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Senior Customer Support Engineer

Closing date
23 Feb 2021

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Technology & New Media
Contract Type
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Job Details

Location: Remote

We are looking for a Senior Customer Support Engineer to join our Support team, helping us to build epic client happiness.

Who are we?

You know those annoying marketing messages you get every day. Well they're only going to get worse unless someone does something about it. Ometria's purpose is to help retailers create marketing experiences their customers will love.

We use data to truly understand each customer, and make sure that their experiences are ones they truly find valuable. We do this right now for 200 of the fastest growing retail brands, from to Hotel Chocolat, and for 200 million individual people across the world. We have (rather empty) offices based in London, New York and Southampton, and have raised over £25m from leading VCs like Octopus and Summit.

What will you be doing?

Joining our Customer Support team as a Senior Customer Support Engineer, you will act as the first point of escalation for the team to work on more complex tickets. You will assist in driving ticket efficiencies and meeting SLA targets, as well as helping answer inbound queries to help manage the ticket queue. The Support team works closely with our Customer Success team, and you will take part in calls with clients to offer in depth technical support, helping to capture feedback on product enhancements, report issues and monitor account trends.

As Senior Customer Support Engineer, you will also assist with the development and up-skilling of the team, helping to share knowledge and best practice. You will also identify documentation requirements, or updates to existing documentation.

We also run a paid on-call rota system for emergencies, plus cover some international hours, which you will participate in once up to speed.

What kind of people do well in this role?

  • Experienced

You have experience handling escalated and entry support tickets for a data-focussed software company (or similar)

  • Excellent communicator

You have exceptional writing skills and can communicate technical information in a clear, concise way to a variety of stakeholders - from CMOs to Developers on the phone, and by email. You know how to make clients happy and go out of your way to do so.

  • Leadership

You are experienced in mentoring and training members of your team.

  • Passionate about the customer experience

You know what makes customers happy and go above and beyond to deliver epic service, getting it right the first time.

  • Organised

You are able to work in a really fast-paced environment, juggling multiple tickets at the same time.

  • Data-driven

You're comfortable working with big data sets and are able to manipulate these to pull interesting insights using tools such as Excel/Google Sheets

Why join Ometria?

One of our values is "It's awesome to be here", which we show with our:

  • Team of amazing people

We are committed to hiring the right people and maintaining our culture as we grow

  • Making sure you'll have an impact

We're solving interesting challenges and you'll have a say in how we solve them

  • Supporting learning and development

We're in this together and want you to become your best and feel supported as you do so. We want all Ometrians to be able to continually learn and grow in their roles, with our development fund we make sure the team has the tools they need to excel

  • Going above and beyond to help each other

We're all part of the bigger picture. We love helping each other and celebrate success together

The amazing people of Ometria are the core of our business. We believe in making it awesome to be here for all Ometrians and place a continued focus on making Ometria an inclusive, respectful and diverse environment.

We're an equal opportunity employer and all applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status
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