As the Technical support team member, your primary focus will be on delivering exceptional customer experiences across all contact channels (phone, email & live chat). You’ll serve as the first point of contact for technical assistance, ensuring that customer needs are met promptly and effectively. A crucial part of your role will involve collaborating with internal stakeholders, such as customer account managers, lifecycle managers, product managers, and engineers, to create a remarkable and seamless customer journey.
Your responsibilities also extend to driving positive change and improvement by working closely with various teams within the company. By gathering insights and feedback, you’ll contribute to enhancing our products and services, ultimately leading to improved customer retention and expansion.
Responsibilities Customer Engagement and Experience Enhancement:
Serve as the primary point of contact, efficiently handling initial customer inquiries and directing them through appropriate channels for technical assistance.
Collaborate seamlessly with internal teams to architect exceptional customer interactions that surpass expectations.
Analyse and delve into the root causes of customer issues, advocating for customers by escalating concerns, addressing bugs, and driving continuous product improvement.
Communicate progress and resolution updates proficiently to stakeholders and customers, ensuring transparency and satisfaction.
Engage actively in company-wide sessions, contributing to shared knowledge and collective growth.
Regularly conduct root cause analysis of all the encountered customer issues and act as VOC to escalate and address issues/bugs & drive product enhancement; at the same time as updating our knowledge base to support our customer experience mission.
Monitor, manage and proactively communicate with key stakeholders and customers on all raised issues/enhancements.
Churn Prevention and Retention:
Strategically detect and address indicators of potential churn, executing measures to mitigate risks.
Rapidly respond to customer queries and concerns, escalating intricate technical matters to the appropriate specialised teams.
Play an active role within our designated ‘churn’ channel, proactively reaching out to customers at risk of churn.
Collaborate seamlessly with Customer Lifecycle Executives to execute efficient administrative tasks aligned with customer accounts and profiles.
Coordinate closely with Partner Account Managers and Distributors, ensuring streamlined communication and follow-ups.
Manage Cyber Essentials Plus+ audits, oversee audit reports, and facilitate software installations with meticulous attention.
Effectively handle booking adjustments, cancellations, and retention call scheduling in coordination with Customer Lifecycle Executives.
Process billing requests and diligently address customer support tickets, synchronised with the customer journey.
Skills, Experience, and Competencies:
Technical proficiency in Windows systems and networking.
MAC operating systems knowledge and/or Macintosh Service Certification
We would love you to have one or more of:
Virtual Machines experience
CCNA data centre
Knowledge of scripting would be a great advantage
Customer-focused communication and service skills.
Strong project management and collaboration abilities.
Efficient administrative coordination and organisation.
Leadership aptitude and effective teamwork.
Adaptability to evolving technical landscapes.
Understanding of company values and objectives.
Appreciation for diversity and inclusivity.
Root cause analysis for proactive issue resolution.
Continuous learning mindset for tech trends.
Appreciation for the diversity of thought and inclusivity within the team and company.
Commitment to career growth and continuous learning, potentially including certifications such as CEH, CompTIA Security+, or Microsoft Certified Solutions Expert.
To apply for the role
Please submit your CV and a cover letter outlining your interest in the position. Feel free to share any additional materials that demonstrate your suitability for the role.
We want everyone to feel that they can be their true, authentic selves at CyberSmart. We foster a workplace free from discrimination, and strongly believe that diversity of background, experience, and vision will lead to a better environment for our employees, customers and partners. This is something we value deeply.
We believe that diversity strengthens and enriches who we are, and it is important to us that our team reflects every aspect of our world and we, therefore, encourage applicants from all backgrounds.
Any disabled applicants who meet the minimum requirements of the job as set out in the job description will be guaranteed an interview if requesting to be considered under this scheme. If there’s anything we can do to make our interview process or working environment more inclusive and to meet your particular needs please let us know.
Our office in Second Home, Shoreditch, has full wheelchair access. There are designated areas for breastfeeding and to observe prayer, and if the hustle and bustle of a busy office environment is not for you, you can hide away in one of the many quiet, soundproof hubs dotted around the office.
A competitive salary
25 days holiday plus all UK Bank Holidays
Employee equity options
Access to Perks: discounts that save you money in the places you shop the most
Learning and personal development annual grant (£2,000)
Flexible working hours and working from home
Regular team breakfasts and lunches
Full access to our Mental Health & Wellbeing Network, Spill
Quaterly fun activities, chosen by the team, that are not based around the pub!
A great, friendly team, who work to support each other
Beautiful workspace in Shoreditch- flooded with natural light, filled with plants, free tea and (good) coffee
The latest Apple technology to keep you productive. Our office has dual-screen workstations and for home working, we will support you with the necessary equipment to be your best wherever you are