Job Description

Company Overview

Matrix Booking is a leading resource management, meeting room and desk booking software provider. Our award-winning software helps companies to maximise hybrid and shared working spaces.

We partner with a wide range of companies, from central government, local councils, NHS trusts through to blue chip brands and start-ups, and have fantastic relationships with our clients.

We are committed to building a business that values and respects employees, our clients and the world around us. We are an Employee-Owned Business, meaning that all our staff have a stake in the success of the business, and we're delighted to be B Corp certified.

Summary

We are seeking an Implementation and Support Lead to join our team and manage the onboarding of new customers (small projects) and help to manage 1st level support of those customers to ensure they continue to use the product successfully.

This role will require you to become a product expert and be able to juggle several small projects at the same time.

Key Responsibilities:

Providing the first point of contact in the customer's onboarding / set up journey Providing a simple project manager role and single point of contact for the customer whilst they are onboarding Working with the customer to understand the business rules and set up they require Creating the customers organisation and rules in our products Providing product support to our customers (tickets and chat) Work with Product Teams to understand new features and help educate our customers on them when they have issues.

Required Skills & Experience:

Strong organisational skills and time management Experience in use of MS Office - Outlook, Excel, PowerPoint, and Word The ability to balance and prioritise multiple requirements or projects at once Demonstrates a basic understanding of IT and applications but also is very customer orientated in their approach Ability to troubleshoot and resolve customer issues. Excellent attention to detail Strong written and verbal communication skills to work effectively with customers and internal stakeholders A team player who will build strong relationships with the Implementation Team, Product Team and Development Team Proactive, enthusiastic approach with a willingness and ability to learn new skills and technologies quickly Experience using a customer support tool to track issues and respond to customers would be ideal.
Although not an IT role or pure project role, this would suit someone from either background as this role will require you to be able to understand how our product works (and how changing set up/ settings can solve issues for customers) and the ability to communicate this with customers.

The location of the role is currently REMOTE (within the UK), with regular team meetings in South Wales every month. The whole company meets together twice per year.

Benefits

25 days annual leave plus bank holidays, birthday leave and the ability to buy/ sell annual leave) Pension scheme Private medical cover Group life insurance Enhanced Maternity & Paternity leave Training & development opportunities Flexible working Salary sacrifice schemes for electric vehicles/ bicycles Company events
Matrix Booking Limited is an equal opportunity employer. Our policy is clear: there shall be no discrimination on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity or sexual orientation. We are an inclusive organisation, committed to ensure that our recruitment and selection procedures are fair, free from discrimination and based solely on relevant aptitudes, skills and abilities in line with the advertised vacancy.

Please note

: In order to meet our legal obligations, we can only consider applicants who have the right to work in the UK.

Job Types: Full-time, Permanent

Pay: 28,000.00-31,000.00 per year

Schedule:

Monday to Friday
Education:

A-Level or equivalent (preferred)
Experience:

customer support or project management: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: Remote