Customer Service Executive

Customer Service Executive

Customer Service Executive 150 150 Eintech
Location: Shoreditch/Liverpool Street, London
Reports to: Programme Manager

Job Description

Eintech is a small but rapidly growing organisation offering a range of SaaS products to users in over 170 countries.

The Customer team is the heartbeat of our online products and services, responsible for the day-to-day running of all our SaaS products. We hold our customers hands through the journey end-to-end, be it our Education, Commercial, or Awarding Body clients. From customer feedback through to product innovation, intelligence from the team informs and steers our products and services growth.

Our main product is Rogo®, a customisable eAssessment and eLearning platform with multiple testing options and rich-media integration. Rogo facilitates the easy design and release of courses and tests for distribution anywhere in the world. It is constantly being developed with new features being added based on but not limited to regular consultation with clients.

Our goal is to offer the leading learning and testing products globally. Rogo is pitched at a range of clients, from the small college to the international training organisations, global corporations, and high stakes awarding bodies.

The focus of this role is to support customers using the software and working with the wider teams to resolve issues they raise. The successful candidate will be the voice of the customer within the company and will have an influence over customer processes.

We are looking for a team player, with great interpersonal skills and lots of initiative to hit the ground running!


Key Responsibilities

  • Managing a Support inbox responding to customer queries and issues in a timely and efficient manner.
  • Support clients during their remote invigilated exam sessions.
  • Support clients in extenuating circumstances claims.
  • Developing a deep understanding of the Rogo product.
  • Clearly communicating with customers to help troubleshoot to resolve issues.
  • Identify pain points within the customer experience and suggest improvements.
  • Supporting the onboarding of new and existing clients to Rogo.
  • Engaging with clients externally, as well as stakeholders internally, with feature updates.
  • Issue tracking and monitoring (using project/ticket management software which we will train you how to use).
  • Bug logging and reproduction.
  • Updating product feature specification documents.
  • Elements of project management and milestone tracking.
  • Improve product offerings by providing client feedback and gathering requirements to pass on to the Product team.
  • Delivering training virtually and if necessary, in person.
  • Respond to ad-hoc requests.
  • Participate in other projects as assigned.
  • Other administrative duties.

About You

You have a few years’ experience in customer/product support (ideally within an online technical product environment.

Ability to convey complex technical topics and processes with simplicity, both verbally and in written form. Conscientious and diligent, the ideal candidate is confident and focused with stellar communication skills. Exceptional, positive and friendly telephone manner. You need to be proactive, to work independently and not be afraid to “swim in the deep-end”. Comfortable in taking responsibility and working on your own initiative. Proven ability to work accurately to deadlines and under pressure. Readily takes ownership of problems and decisions and responds to them with a positive outlook.

Minimum Requirements

  • Experience within a similar role at a SaaS company.
  • Experience in client services/customer success
  • Ability to speak and write fluently and idiomatically in English. 
  • Excellent organisation and time management skills, with the ability to prioritise workload.
  • Excellent client facing and internal communication skills.  

Preferred

  • Ability to multi-task and remain calm and focussed in a high-pressure environment. 
  • Be able to build rapport in cross-functional project teams. 
  • Be ready to work in a fast-paced and ambitious company. 
  • Demonstrates a strong work ethic and committed to seeing tasks through to completion.
  • Willing and available for support on evenings and weekends.
  • Experience using a ticketing tool or Hubspot.

Why Work At Eintech

  • We are a founder-led business and incredibly passionate about building a great product and service that our customers love.
  • We are an independent business with no external finance
  • We grew the business by 114% last year
  • We are customer-focused and always try to find a way to help customers and make their working lives easier
  • We are always looking for new technology and exploring new ideas
  • We are also very people focused and invest heavily in training employees and ensuring that there is a good work/life balance; we believe that work should be enjoyable and we don’t take ourselves too seriously
  • We celebrate passion and hate office politics
  • We work hard, enjoy ourselves and respect the needs of the individual and the group

Benefits

  • Holidays: 25 working days plus bank holidays plus birthday.
  • Company pension: The company contributes 4% of your basic salary.
  • Health plan: You are eligible to join the company’s private health plan.
  • Cycle to work scheme.
  • Eye-care vouchers.
  • Access to discounts such as high street stores, cinema tickets, holidays and more.
  • Great location in Shoreditch / Liverpool St Station 5min. 
  • Regular social and networking events.

How to apply

Send your application and CV to jobs@eintech.com

NO AGENCIES PLEASE
ALL APPLICANTS MUST BE ELIGIBLE TO WORK IN THE UK.

Due to the high volume of applications we receive we are regretfully unable to respond to every application individually. If you do not hear from us within 2 weeks we will not be progressing with your application. We would like to take this opportunity to thank you for your interest in this role.

Note to Recruiters and Placement Agencies: Eintech does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Eintech employee. Eintech will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of EinTech.