Customer Support Executive

  • Sales, Marketing, Customer Success
  • Remote job

Customer Support Executive

Job description

Shipfix is the market leading data intelligence platform for shipping and commodities. Our proprietary artificial intelligence-driven tools aggregate cargo, freight, port and vessel information to enable the daily workflows of maritime and trade professionals and to address key challenges faced by the industry that Shipfix has proven to overcome.

At Shipfix, we have fully embraced a remote work policy. We don't think collaborative teamwork requires us to be physically in the same office so we'll be happy to welcome you, wherever you're based. That being said, we also keep in mind that not everyone can or is happy working from home so we can always provide access to your local co-working space.

About the role

As a Customer Support Executive (CSE) you will have a key role in the support and issue resolution for our clients.

The role will include (but is not limited to) the following responsibilities:

  • Identify, categorise, reproduce, report and take ownership of customer issues:

    • Timely acknowledgement of issue(s)

    • Connect with customers to quickly get to the root of their problem

    • Talk clients through or show a series of actions, either via phone, email, chat, or video until they’ve solved a technical issue

    • Diagnose and resolve technical connection issues including account setup and network configuration

    • Transparently and clearly log or ticket issues that require further support and cannot be resolved promptly

    • Manage customer expectations and see problems through to resolution

    • Following up with customers to ensure problems are effectively resolved

  • Managing the pipeline of issues

    • Ensure all issues are properly logged

    • Prioritise and process customer support requests submitted by telephone, email, live chat or instant message

    • Manage multiple cases at one time

    • Properly escalate unresolved issues to appropriate internal teams (e.g. Quality Assurance, Product Owners & Software Developers)

  • Improve our technical support infrastructure

    • Create and maintain internal knowledge libraries and contribute to the creation of user-facing content

    • Provide support in the form of process documentation

  • Test and evaluate new releases / fixes

  • Learn how to use database systems and technology to deliver great customer care

Perks and Benefits

  • Competitive Salary, relative to experience
  • 28 days Annual Leave, including the usual Bank Holidays
  • Bupa Health insurance
  • Pension
  • Cycle to work scheme
  • Access to all WeWork perks including discounts
  • Quarterly socials paid by the Company
  • Celebrations for work and life milestones
  • Your work will be based out of our London Office but we are fully equipped for remote work as required
  • Endless technological challenges, innovative environment and intellectually stimulating
  • Senior expert tech team (6 ex-CTOs for 12 engineers), team harmony, social, hardworking open minded and kind colleagues (lots of sports addicts)

Job requirements

About you:

  • Degree in Computer Science, IT or Software Engineering

  • Certification in Microsoft, Linux, or Cisco is advantageous

  • Prior experience in SaaS tech support, Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

  • Experience with remote desktop applications and help desk software

  • Prior experience working with Zendesk or other servicing SaaS is preferred

  • Good understanding of computer systems, mobile devices and other tech products

  • Attention to detail and good problem-solving skills and interpersonal skills

  • Strong written and verbal communication

  • Language skills (English/French) is advantageous

If you’re naturally a helper, enjoy assisting people with software issues and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Shipfix is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, age, disability, gender, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sexual orientation or veteran status.

Shipfix will use your personal data to assess your application. The Shipfix Privacy Policy explains how we collect and use personal data.