{"id":135374,"date":"2021-05-07T16:06:16","date_gmt":"2021-05-07T15:06:16","guid":{"rendered":"https:\/\/www.vuelio.com\/uk\/?page_id=135374"},"modified":"2022-08-22T17:29:57","modified_gmt":"2022-08-22T16:29:57","slug":"customer-support-specialist-role","status":"publish","type":"page","link":"https:\/\/www.vuelio.com\/uk\/careers\/customer-support-specialist-role\/","title":{"rendered":"Customer Support Specialist"},"content":{"rendered":"
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Vuelio Vacancies<\/h1><\/div><\/div><\/div>\n
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Vuelio Home<\/a> \/ Careers<\/a> \/ Vacancies<\/a> \/ Customer Support Specialist<\/em><\/p>\n<\/div><\/section><\/p><\/div>

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Customer Support Specialist<\/h1>\n

KEY INFORMATION<\/strong><\/p>\n

JOB TITLE:<\/strong> Customer Support Specialist<\/p>\n

REPORTS TO:<\/strong> Support Manager<\/p>\n

DIRECT REPORTS:<\/strong> None<\/p>\n

SUBSIDIARY & LOCATION:<\/strong> AIMEDIADATA LTD,
\n79 Hatton Garden \u2013 Hybrid working possible<\/p>\n

COMPANY OVERVIEW<\/b><\/p>\n

Access Intelligence<\/strong> is a tech innovator, delivering high quality SaaS products that address the fundamental business needs of clients in the marketing and communications industries. We combine AI technologies with human expertise to analyse data and create insights to understand what has impact on an organisation and their key audiences \u2013 from customers to stakeholders, politicians to influencers and the media.<\/p>\n

The evolving Access Intelligence portfolio includes Isentia<\/a><\/strong>, the market-leading media monitoring, intelligence and insights solution provider;\u202fPulsar<\/a><\/strong>, the most advanced audience intelligence and social listening platform; Vuelio<\/a><\/strong>, which provides monitoring, insight, engagement and evaluation tools for politics, editorial and social media in one place; and\u202f ResponseSource<\/a><\/strong>, the network that connects journalists and influencers to the PR and communications industry.<\/p>\n

Access Intelligence is an AIM-listed SaaS provider with over 1,000 employees across 10 countries. Our technology is used by 6,000 organisations every day, from global blue-chip enterprises and communications agencies to public sector organisations and not-for-profits.<\/p>\n

ROLE OVERVIEW<\/strong><\/p>\n

The role of Customer Support Specialist is to be a part of our outstanding Support team in order to provide excellent levels of customer service and support to users of our software products.<\/p>\n

In this role you will gain comprehensive administration experience in a fast-moving and exciting SaaS environment. You will be involved with project planning and execution and will
\nbe able to develop your client relationship skills.<\/p>\n

KEY RESPONSIBILITIES<\/strong><\/p>\n

\u2022 Communicate effectively across telephone, email and chat support services (e.g. Intercom) and show empathy for customer needs and concerns.
\n\u2022 Provide a high level of customer service at all times even whilst under pressure.
\n\u2022 Prioritise support issues using documented guidance and common sense and strive to resolve them within Service Level Agreements.
\n\u2022 Provide support and assistance to team members, account managers, professional services and development working collaboratively to achieve results.
\n\u2022 Manage, investigate and take ownership of issues, seeing them through to resolution.
\n\u2022 Ability to self-manage and work on multiple cases at any one time.
\n\u2022 Operate with integrity, openness and honesty and represent the business in the upmost professional manner at all times.
\n\u2022 Provide assistance to DevOps and other Support staff in troubleshooting any technical issues and effectively communicate this back to clients and stakeholders as appropriate.
\n\u2022 Provide daily email updates to Project team as required regarding status of project milestones.
\n\u2022 Present Project updates in scheduled project meetings with key stakeholders.
\n\u2022 All staff have a responsibility and an essential role to play in safeguarding Access Intelligence\u2019s information and that of its customers. You are required to take all reasonable steps to comply with the Access Intelligence Information Security Policy and the polices and processes outlined in the Access Intelligence Information Security Management System (ISMS).
\n\u2022\u00a0We can all play a part in creating the inclusive and diverse environment that enables us to do our best work through being welcoming to others, considerate of difference, responsible in our behaviour, constructive in disagreement and open to learn.<\/p>\n

PROFILE <\/strong><\/p>\n

Beneficial but not essential:<\/strong>
\n\u2022 experience in software application support;
\n\u2022 experience using Intercom; HTML and SQL experience to help diagnose issues, and
\n\u2022 good understanding of the PR and media landscape.<\/p>\n

Required:<\/strong>
\n\u2022 Previous customer-facing work experience.
\n\u2022 Ability to think outside of the box and laterally, be proactive in thought and activity.
\n\u2022 Love of problem solving and seeking answers\/solutions to issues.
\n\u2022 Proficient with Microsoft Office suite, including Word and PowerPoint, but particularly Excel as you will need to collect and organise data with attention to detail and accuracy.
\n\u2022 Excellent communication skills with the ability to communicate with a range of stakeholders including clients, technical colleagues and senior staff.
\n\u2022 Good organisation and administration skills.
\n\u2022 Adept at learning new computer software programs and systems.
\n\u2022 Supportive of others by treating them with dignity, respect and fairness<\/p>\n<\/div><\/section>
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