2 Nov 2018

Full-TimeCustomer Support Exec, ToucanTech, Lisbon

ToucanTechPortugal

Descrição da Oferta

Start date: 19 November 2018 (some flexibility on this)
Reporting to: Head of Product Support
Location: Co-working space in Carcavelos, near Lisbon Portugal (and potential training in London) – some late-night/ early-morning shift work may be required to cover customers in international time zones
Other perks: 24 paid days p/a holiday per year, fun working environment, training and support and some flexibility over working hours and location

We are ToucanTech, a fast-growing SaaS community database software used by schools and companies to manage their alumni, fundraising, marketing and careers activities. With 100+ customers internationally, we provide an easy all-in-one system that combines a powerful admin portal (for managing records and content) with a flexible website (for community members to login and interact).

We are looking for a talented, smart and enthusiastic customer support executive to answer customer questions (over phone and email), provide online training, create helpful video and written training guides and work efficiently with the ToucanTech product and data teams to resolve all customer issues.

The role:
• Manage and respond to customer requests, which can range from technical product questions to training requirements and content/ marketing support
• Build strong relationships with customers and make them feel listened to and supported
• Track and report on customer interactions, requirements, feedback and happiness levels (using our Freshdesk customer ticketing system and internal Google docs/ Support database)
• Answer the telephone support line in a warm and articulate manner
• Reply to queries via email or the support ticketing system, with clear written responses using steps and screen-shots to help illustrate your points
• Investigate more complex product requests, identifying the issues and, where necessary, discussing problems concisely with the ToucanTech product and data teams
• Contribute to product development sessions, presenting customer feedback as well as your ideas
• Run training webinars with small groups of customers
• The role will include late-night/ early-morning shifts to cover customers in Australia, Hong Kong, Russia, the USA and other countries (as we sell to more organizations internationally). We can agree the specifics with the successful candidates for this role, but our plan is to have the customer support team divided between London and Lisbon with a shift rota

Required skills:
• Degree-educated with excellent spoken and written English
• Self-driven, hard-working and detail-oriented, with strong communication skills
• A clear and charming phone manner – to build relationships and engage with customers
• A passion for technology (specifically websites and databases) is a must!
• A natural problem-solver, with an inquisitive mind who delves into issues and makes it your responsibility to find an answer and get back to the customer
• Highly organised, a team-player and always ‘happy to help’

Salary & pay review:
This is a full-time contractor position with a starting salary between Eur 11,200 and 14,000 p/a and 24 paid holiday days a year in addition to public holidays in Portugal. We will conduct a salary review after 6 months of working in the company and provide the opportunity for fast career growth, an annual bonus linked to company performance and ad hoc bonuses based on personal performance.

Some of the benefits of this role:
• Be part of a growing B2B tech business with an interesting international client base
• Work in partnership style with customers and build meaningful relationships (different to customer ‘call centre’ roles where you rarely speak to the same customers repeatedly)
• Learn highly transferable skills for working in any tech business customer role
• Training and support to develop your skills and career
• Regular team events, meetups and birthday cake!
• Two paid holiday days (accrued) a month (plus public holidays)

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Tipos de Oferta: Full-Time. Oferta expira em 17 days.

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