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Technical Support Agent

Created on 16-05-2019
Location London

Description

Technical Support Agent – UK


Every month more than one million new reviews are posted on Trustpilot for one of the thousands of businesses on our review community. It’s no exaggeration to say that we’re growing at lightning speed. Every single day Trustpilot helps consumers choose with confidence while enabling companies to grow their businesses. Behind our global success is a passionate, international team working in a fast-paced, fun, vibrant environment. Does this sound like your kind of workplace?


To support Trustpilot’s rapid expansion, we’re looking for a talented Tech / Business Support Agent for the UK to join our team in London. This individual is tasked to provide second level support to our UK customers by all available support channels such as online chat, email, phone and other various communication platforms. You will work closely with sales and account managers to build working relationships and continue knowledge sharing. The support team is often the most common way our customers interact with us, so it is important to provide top class support with an ability to smile “through the phone”.


Your role:


  • Provide technical support to our customers by phone, email and chat to help them use our services. Your communication will enable our customers to understand the potential of our technology and what is required to implement it.
  • Work quickly and efficiently to ensure all customers receive replies to their enquiries in a speedy time manner.
  • Help our customers solve any technical issues that are preventing them from setting up / using our services. You’ll be helping to solve different types of technical issues that are preventing customers from using our more advanced services (API’s, Unique links and Widgets).
  • Build and maintain “best practices” and self-service guides enabling customers to solve their own issues.
  • Monitor incoming email alerts to the Helpdesk system and access the system frequently to ensure that any open tasks are acknowledged and responded to
  • Work closely with Business Development, Account Management and Post Sales to advise customers where required.

Profile requirements:


  • 3 years in customer support within technology or digital marketing verticals.
  • Excellent English writing and communication skills. Italian / Spanish language skills will be a plus.
  • Basic understanding of e-commerce and social media.
  • Experience with HTML/CSS, JavaScript and/or Networking concepts would be an advantage.
  • Strong time management skills.
  • Ability to independently stay organized under a large workload.
  • Ability to communicate politely in all possible situations.
  • Takes pride in providing a high level of service and delivering a consistent performance.
  • Thrive in a high paced performance-oriented environment.
  • Ability to profile light training on high-level technical concepts.
  • Advantage to be fluent in multiple languages
  • Advantage to have API knowledge and Zendesk experience.

What we offer you:


  • On-going career development with full training and support. Vibrant cultural in our London, Monument office with unlimited snacks, foosball, darts and awesome social events
  • An annual company wide bonus as above, paid quarterly. Please note that this is not capped so you could exceed this too.
  • 24 days holiday (plus 8 bank holidays)
  • Sick pay
  • Season ticket loan
  • Pension
  • Maternity and Paternity pay
  • Fully stocked kitchen with breakfast, fruit, snacks etc
  • Laptop on arrival
  • Lunches provided each Friday and at the end of every month
  • Monthly events provided by Trustpilot
  • Quarterly days out provided by Trustpilot
  • Allocation of stock options subject to 1year tenure of employment

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.


About Trustpilot Trustpilot is a global, online review community that builds trust and increases transparency between consumers and businesses. Currently boasting more than 50 million consumer reviews of 250,000 businesses, Trustpilot produces a TrustScore for businesses based on recent reviews. Trustpilot’s community is live in 25 countries and more than 10,000 consumers sign up to Trustpilot every day. The platform also helps businesses generate insights through customer review data analytics. This can be used to continuously improve business operations, increase customer satisfaction and drive innovation. By enabling businesses to engage directly with customers, Trustpilot aims to set new global standards in consumer to business dialogue.


Trustpilot has customers in 65 countries and has developed strong positions in Denmark, Sweden, UK, France, Germany and the Netherlands, as well as the US. With offices in Copenhagen, London, New York, Denver, Berlin, Melbourne and Vilnius Trustpilot’s +700 employees represent 40+ different nationalities.



Benefit

Stock Options

Stock Option...

Unlimited snacks, free breakfast and lunch is provided once a week

Unlimited sn...

Quarterly social events

Quarterly so...

Welcome pack for new starters

Welcome pack...

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