Customer Support Technician

We pride ourselves on our great working culture and offer all staff a host of extra perks and regular social activities. Headquartered in London, and with offices in Boston and Sydney, we’re looking for an experienced, professional Customer Support Technician to join our growing team in Farringdon. The support team is JRNI's  front-line (the face of our company and user community) and as part of our innovative team you’ll be responsible for helping new customers get up and running and making sure our happy customers stay happy. The customer support team works very closely on a daily basis with other teams including Engineering and Customer Success.
 
The main tasks and responsibilities of the role are as follows:
  • Responding to technical queries from customers and prospects
  • Diagnosing and solving platform issues
  • Assisting with the configuration of customer booking systems
  • Logging and keeping records of customer queries using ZenDesk and JIRA
  • Following up and making scheduled call backs to customers where necessary
  • Identifying and escalating priority issues; redirecting problems to appropriate resource
  • Handling inbound sales enquiries
  • Testing changes to the platform
  • Working remotely via Slack with the rest of the customer support team
  • Collaborating with other departments such as Engineering and Development
 
The role requires the following skills and experience:

  • Technically minded, and ability to clearly document bugs
  • No coding experience required, but basic HTML a strong plus
  • Experience using ZenDesk and JIRA is an advantage
  • An ability to assess each customer’s IT knowledge levels
  • Ability to deal effectively with difficult callers
  • Ability to develop an in depth understanding of the software that our customers are using
  • A creative, innovative person that likes getting stuck in and is keen to learn and grow 
  • A proactive self-starter, always considering, suggesting and trying new ideas and approaches
  • An understanding of and enthusiasm for, small company culture and dynamics
  • Bachelor’s degree desirable

 Strong culture makes JRNI a great place to work! We care deeply about the growth and happiness of every member of our team. We offer out of office personal learning days, discounted health insurance and dental, monthly social events, company stock options, and flexible working options to help you strike the right balance. 

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