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UK Client Support Senior Associate


Employment type:
Full-time  

Location: ​Manchester, UK

Company Background:

Vee24 is the world’s leading provider of web-based real time customer engagement solutions. The company’s live help solution is used by leading brands to deliver next-generation customer experiences on the web, in-stores, and through mobile devices via: voice, video, text, and co-browsing.

Vee24 has helped some of the world’s best-known brands provide a superior customer experience, impacting key business metrics such as online conversion, average order value, and customer loyalty. The company is headquartered in the US in Boston, MA, with full-service European operations in Manchester, England.

Vee24 has an impressive and rapidly expanding client base with leading brands such as Samsung, Novo Nordisk, KBC Bank, Jaguar Land Rover, Audi, DFS, Schuh, and many others. Clients using the solution are achieving outstanding online sales, impressive ROI and customer retention which has resulted in Vee24’s rapid global expansion.

Role:

Working within the Client Support Team and reporting to Client Support Manager you will be responsible for readying the Vee24 platform for client use through expert configuration and quality assurance. You will also work closely with Client Success and Product / Engineering teams to ensure delivery of release updates, new feature configuration, and software support with a focus on the client’s success criteria and vision.

We serve amazing brands with a strong focus on UI/UX and reporting / analytics. The best candidates for this position are creative problem solvers with a tech gene, goes the extra mile in support of the team, and enjoy always learning new technology and improving on them.

Requirements: 

  • 2-4 years software configuration, testing, and integration experience
  • 2+ years working in a professional services or software customer support role
  • Proven track record in SaaS ticket management
  • Experience working with data (data collection, organization, integrity)
  • Ability to work on multiple projects at once, set priorities, work independently, problem solve, improvise, and function as part of a team that often performs under pressure
  • Experience fostering collaboration and teamwork across cross-functional teams that are not under direct control
  • Superior communication skills, both written and verbal
  • Experience working with ticket management (e.g. Zendesk, Atlassian / Jira) tools required
  • HTML, CSS, SQL, and JSON experience desirable
  • Experience working in BI tools desirable e.g. Microsoft PowerBI, Tableau, Sisense / Periscope, Google Datastudio

Key Responsibilities: 

  • Platform configuration, testing, and deployment

    • Work closely with client success and engineering teams to identify and execute technical solutions based on requirements delivered by the client success team
    • Set up platform via configuration and testing
    • Support the implementation design requirements and vision
    • Acquire an in-depth understanding of each client’s use cases
    • Consult internally with product, client success, and engineering teams on capabilities and best practice recommendations
    • Showcase exception quality
    • Meet committed dates and turn-around times
  • Support and ticket management

    • Accountable for support and ticket management on assigned client accounts
    • Reproduce software issues and trouble-shoot with engineering team
    • Communicate professionally when handling tickets and develop a rapport with clients directly
    • Drive ticket resolution and maintain SLA and high client satisfaction
    • Answer internal and external questions on product features
    • Create and maintain documentation, including training guides, internal trouble-shooting articles or help desk material
    • Test configuration before release and training
    • Proactively escalate issues / risk and identify opportunities for improvement to client success managers or the product team
  • Continuous learning and develop SME in one or more of these capabilities

    • Digital customer experience UI / UX configuration
    • ChatBOT configuration and training
    • Business analytics and reporting
    • API integration with standard toolsets

Personal Characteristics: 

  • Team player, energetic with a bias toward action
  • Passion for technology
  • Client-focused with an appreciation of each client’s business goals
  • Positive attitude with a desire to help your team mates reach their goals
  • Self-driven and organised with strong strategic initiative

If you believe that you have the drive, capability, and experience to be part of this exciting and growing team, please apply or get in touch: hr@vee24.com.

No employment agencies please.