Customer Success Guru
Location: GB, LND, London
Department: Customer Service
Employment type: Full-time
Required experience: Executive
Required education: Unspecified
Industry: Internet
Function: Customer Service
Salary range: 25000-30000
Company profile: Resource Guru is the leading provider of cloud-based team scheduling software. It’s the fast, simple way to schedule people, equipment and other resources online. Companies like Saatchi & Saatchi, Vodafone, Intel, Roche, ASOS and National Geographic Channel trust Resource Guru to handle one of their most precious assets - their people’s time. Resource Guru was founded in 2011 in London and is funded by Index Ventures. Learn more at #URL_19dfe511ea2b0857d435727c45c98b17515350627b9d31e8639c9a7d6a5250e9#.We are a remote team with employees in London and Norfolk, UK. This means you would be free to work from anywhere with a 4 hour overlap with GMT and a good internet connection. We will be happy to pay for coworking space if you need it.
Description: FULL TIME (£25-30K)Work Remotely (work from anywhere with at least 4 hrs overlap with GMT)OverviewWe like our customers to smile when they think of Resource Guru :) Every support ticket we receive represents an opportunity - to gain a new customer or to satisfy an existing one. For us, customer service is as much about sales as it is about helping people with issues. Do you have a natural ability to see these opportunities and act on them? You are a radiator not a drain. You have a confident personality and possess an abundance of common sense and initiative. You can empathise with others, are passionate about technology, are level headed and have a pragmatic approach to problem solving.What You’ll Be DoingYou'll be working one-on-one with customers in helping them succeed in using Resource Guru.You'll be using your amazing people skills to proactively help customers with potential troubles.You’ll be responsible for on-boarding of new customers, which means setting up times to give online demos.You'll be using your ability to write clearly and concisely to create help files or video briefs for our knowledge base.About Resource GuruResource Guru is the leading provider of cloud-based team scheduling software. It’s the fast, simple way to schedule people, equipment and other resources online. Companies like Saatchi & Saatchi, Vodafone, Intel, Deloitte, ASOS and GE trust Resource Guru to handle one of their most precious assets - their people’s time. Resource Guru was founded in 2011 in London and is funded by Index Ventures. Learn more at #URL_19dfe511ea2b0857d435727c45c98b17515350627b9d31e8639c9a7d6a5250e9#.We are a remote team with employees across Europe and USA. This means you would be free to work from anywhere with a 4 hour overlap with GMT and a good internet connection. We will be happy to pay for coworking space if you need it.
Requirements: What We’re Looking ForAn empathetic, conscientious and resourceful helper with a background in digital.Someone with an upbeat disposition and good sense of humour who can turn disgruntled customers into happy ones.A technically inquisitive and knowledgeable person. You love the web, regularly use social media and understand web-related technical jargon. You know how to clear your browser cache. You know what a cookie is and how to delete them. You know what might cause slow broadband speeds and how to fix it. You've used several browsers like Chrome, Firefox, IE and Safari. Your friends and family turn to you when their browser or email is not working.A rigorous troubleshooter who wants to dig deep and get to know our product inside out.A clear, concise writer who can keep it light and playful but knows when to be serious.A strong communicator with excellent English.A positive, autonomous person who understands the nature of remote working.A help desk expert proficient in eg Zendesk, Desk, Helpscout, Groove, SupportBee, Enchant, Reamaze etc.These Would Be A BonusExperience of working in a startup environmentExperience of working on a SaaS productSome understanding of resource scheduling and the problems faced by project managers and resource schedulersSales experienceExperience of using CRM tools and possibly customer success tools like Intercom
Benefits: Work from anywhere (work from anywhere with at least 4 hrs overlap with GMT)25 days paid holiday per year (yes, on top of public holidays!)Stock optionsFlexible hoursMonthly exercise contribution - but use it for anything you likeA small, friendly team - we like to think of ourselves as a family :)
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