Application support manager (UK)

You must be eligible to work in the UK to apply for this position.

This is your opportunity to join the Support team, an important part of the Client Success Department at Vuture. You will be the first line of support in helping our clients resolve their challenges when using the technology. The ideal candidate will be confident, adaptable and personable. You will have a flexible approach and attitude, coupled with the ability to inspire and support both our customers and fellow colleagues. You will be innovative in your thinking and approach whilst continually offering ideas to enhance Vuture’s customer support capabilities.

 

We are proud to be one of the top 50 UK SaaS companies to work for. We developed a multichannel marketing technology that supports the marketing efforts of the world’s leading professional services companies. Vuture has offices in the UK, New York and Sydney and our clients span across the globe. We work with over 60% of top UK and American law firms and all 4 Big Four consulting firms. Our technology powers the websites, marketing emails and events for these firms.

Location: London 

Reports to: Director of Client Success

 

Essential duties and responsibilities

  • You’ll provide the first line of support to Vuture’s global client base through email and telephone communication.
  • You’ll own user problems and be proactive when dealing with them.
  • You’ll log and manage all calls and emails on the ticketing system.
  • You will be required to investigate incoming issues and either solve or escalate to the right department.
  • You’ll have to keep up an exceptional level of service for clients ensuring that you keep to the Service Level Agreements we have.
  • You’ll respond to enquiries from clients and help them resolve any software problems.
  • You’ll monitor and maintain logs of any software problems particularly repeat issues. 
  • You’ll work closely with the Account Management and Client Success teams to understand client challenges and concerns.
  • You’ll work directly with Front-End template team to resolve any HTML / CSS queries.
  • You’ll be the liaison between the development team and clients whilst you are troubleshooting and testing fixes.
  • You’ll be a trusted advisor to clients to fully understand their needs and help find ways to solve or simplify their pain points.
  • You’ll maintain a high degree of customer service for all support queries and adhere to all service management principles and SLAs.
  • You’ll write and maintain helpdesk articles both for internal and external use. 

 

Knowledge and experience

  • Minimum of 2 years relevant work experience in a technical support role or similar.
  • Previous experience working in a SaaS environment particularly in Marketing Technology. 
  • Understanding of HTML and CSS.
  • Basic understanding of Javascript.
  • Experience using support software such as Zendesk, Freshdesk or similar.
  • Experience working with professional services firms is a bonus.

 

Who are we looking for?

  • We are looking for someone who shows the following characteristics.
  • Someone who loves working with customers and in customer-facing roles. 
  • Someone who is enthusiastic and shows passion and excitement for their job. 
  • Someone who can quickly prioritise, multi-task, and perform effectively under pressure.
  • Someone with exceptional communication skills. You need to be able to write and explain over the phone complex processes in the simplest possible way.  You can’t be afraid to pick up the phone. 
  • Someone who is dependable and organised – who can follow through on commitments they make both internally and externally. 
  • Someone who loves solving a problem, you must be able to think outside the box and provide alternative solutions and workarounds for clients. 
  • Someone with attention to detail – you can’t let anything slip through cracks.
  • Someone who loves working with others and loves collaboration. It’s really important to work as a team both within the support team and with other departments.
  • Someone who loves working with technology and has technical literacy.
  • Someone who is proactive and self-starting. You need to have a curiosity to learn and bring ideas and solutions.
  • You don’t mind the unknown, or unplanned or ever changing. You should enjoy working in a fast-paced, growth environment. 
  • Your support skills are second to none, and you have the patience of a saint.

 

Apply:

 

If you would like to join a market-leading fast-growing, marketing software company with offices around the world then please send through a copy of your resume, together with a brief description to careers@vutu.re.

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