Summary
Are you looking to sink your teeth into a pivotal role within a growing Customer Support team? Are you excited by the tech space and want to join an innovative, market leading organization? Do you want to work for a fast-paced global company? If the answer to these questions is yes, then we want to hear from you!
About Smart Communications
Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific.
Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry. To learn more, visit smartcommunications.com.
Who are you?
- Work directly with customers to troubleshoot and resolve application/system issues efficiently to drive customer satisfaction
- Build relationships and trust with customers through open and interactive communication
- Collaborate with internal stakeholders and management to reduce defects and improve overall product/system performance
- Contribute to customer self-help by authoring relevant knowledge base content
- Moderate and maintain the CST query queue
- Resolve or escalate tickets marked urgent and high priority
- Must be able to join on-call rotation and cover evenings/weekends as necessary
- Must work well as a team member and individually
- Creating enterprise process
- Defining and redefine the queue management processes and communications to assist the sales/support/partner networks to support our clients better
- Assisting with other Customer Success Team tasks
- Assisting with CST tasks to ensure team success
- Work with the team to manage resolution and closing of helpdesk tickets to achieve customer success.
Must have skills/experience:
- Firm understanding of software solution design and architecture, with a strong focus on Microsoft technologies
- Strong technical and analytical aptitude, specifically in the area of complex, enterprise software applications
- Prior technical/system support experience in a customer-facing role is highly preferred
- Certification and/or experience in the use of Microsoft technologies such as SQL Server, IIS, SSL, SharePoint, CRM, .Net, AD, XML, JSON, Web Services (Rest/SOAP), MS Word, Excel and PowerPoint, SQL Server
- Technical skills in HTML, XML, JAVA, Javascript & browser technologies
- Excellent consultative, verbal and written communication skills, and attention to detail
- You are a team player with a natural ability to inspire and lead others. You are self-motivated and able to work effectively on multiple projects in a very fast paced environment
- Technical Bachelor’s Degree or relevant experience required
- Problem solving skills (extensive research and analysis)
Advantageous skills/experience:
- You should have a basic understanding of SaaS Technologies and how it works.
- Knowledge of helpdesk processes and other helpdesk tools such as Salesforce Service Console.
- Must be able to understand basic data structures.
- Experience with AWS/Azure.
- Experience in a Customer facing role with a Cloud/SaaS provider
- BA/BS degree or equivalent work experience
We look for the following SMART values in everyone we hire at Smart Communications:
- Speak Openly - We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We’re not complainers we’re problem solvers.
- Make a Difference - We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don’t sit on the sidelines.
- Agile & Flexible - We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask ‘why?’ so that we can help remove complexity. We don’t allow hurdles to get in our way.
- Results-Focused - We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don’t believe in being busy for the sake of being busy, we focus on productivity.
- Teamwork - We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don’t want anyone to feel disengaged, we’re in this together!
What’s the deal?
We will provide you with the tools, equipment, and support to give you the best possible chance of success and over-achieving your goals. Salary will depend on your experience and will be highly competitive. All our packages include an annual bonus based on the Company’s performance, so we are all incentivized to over-achieve!
We offer 30 days paid holiday per year plus an additional day off for your Birthday!
Located in Saarbrücken, our offices are comfortable, flexible, and are always stocked with free beverages and fresh fruit. This role is fully remote.
So, if we interest you, please let us know by applying for this position and tell us all about yourself.
Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.
To learn more about Smart Communications visit:
https://www.smartcommunications.com/
