Job Description

About you....You need to be confident and personable as well as very articulate and forward thinking! Success in this role is about credibility & relationships. Customers and prospects will need to enjoy speaking with you and you'll need to know your stuff on our product.

• 1 years' experience in a support role (example roles include Service Desk, Online Customer Services and first line IT Support).

• The ability to assist customers in the configuration of our product and troubleshoot issue (technical knowledge is not essential but is desirable as full training on our product will be given)

• Logical and methodical problem-solving skills

• Ability to convey technical issues simply to end users

• An understanding of Cloud based telecommunications and the marketplace is desirable

• You'll be very articulate with an enthusiastic, engaging telephone manner

• As well as friendly and outgoing, enjoying being part of a dynamic team

• You also need to work with the team and on your own initiative (don't wait for somebody to give you work to do).

Your responsibilities will include:

• Triaging customer issues over the telephone, via email, or live chat, in a friendly and professional manner for our customers and partners.

• Prioritising, progressing and monitoring support tickets and requests to ensure they are resolved within the agreed timescales.

• Cultivate relationships with CircleLoop customers and our technical partners

• Use our CRM and sales support software tools including Hubspot and our internal CRM Super to assist customers and utilise these to enhance the customers

• Working closely with our Quality Assurance team to update customers on support queries in a timely manner.

• Achieve agreed KPI targets

And here's a bit about us!Mission Labs is a fast-moving and fast-growing tech company. We're using modern technologies and new ways of working to rethink and develop solutions for the telecom industry. The way that people communicate and the tools they use are evolving. We're proud to produce innovative products of the future that will be useful and loved by our customers. We're still very much a start-up and our culture is a blend of fast-paced activity, mixed with plenty of fun and laughs thrown in for good measure.You'll be joining our small but perfectly formed customer success team in Rossendale (due to Covid-19 guidelines this role will initially be home based) and your responsibility will be to provide new and existing CircleLoop customers with an unrivalled Customer Success experience via phone and email.The role will also involve being an active member of our Customer Success team and answering, in detail a range of customer queries with regards to our CircleLoop productBenefits of working hereIn exchange for your talent and commitment, we offer lots of benefits to keep you whistling while you work:

• Competitive starting salary with opportunities to increase this quickly

• Flexi-time

• 25 days holiday per year

• Never work on your birthday

• Pension

• Private Healthcare (after qualifying period)

• Chilled dress code

• Free onsite car parking

• Office premises in Rossendale

• Close-knit team

• Free refreshments

• Regular social events

This is a fantastic opportunity to join a very fast growing company and will report into our Head of CircleLoop Operations.The role provides a great opportunity for future training and career growth, we encourage our staff to develop their career and progress within our company.Strictly No Recruitment AgenciesJob Types: Full-time, PermanentExperience:

• Customer Service: 1 year (Required)
• Service Desk / IT: 1 year (Required)

Education:

• A-Level or equivalent (Preferred)