Customer Support Representative
Description
About the job
Our platform helps global brands to automate and scale their creative processes, which makes the production process of their ads quicker and more efficient. Our Support Department helps external and internal users of our platform with all product-related questions. Our clients mostly are self-service, and after full onboarding, they just need some help and guidance. The questions that come to support can be about platform functionality, special requests, bug reports, or feature requests. Questions raised by our hero users will demand a deep understanding of the product or creative process.
Support in Storyteq is a bridge between client-facing teams and engineering teams. You will work closely with Customer Success Managers, QA, Product Owners, and Developers, Project Managers, and Designers, to ensure you can provide the best solution to the client. You will track progress and communicate with the users via our ticketing system.
Your role at Storyteq includes mastering our Creative Automation Platform to offer top-tier support. We're seeking intelligent, people-oriented, proactive problem-solvers with a solution-focused mindset. Join our dynamic team if you're ready for this exciting opportunity.
Requirements
Your main responsibilities:
- Provide outstanding support on clients’ inquiries, answer questions, and understand and resolve or escalate any emerging problems with accuracy and efficiency. Follow up to ensure resolution.
- Effectively handle incoming support requests (tickets, emails) and provide solutions and alternatives within the set time limits and concerning the existing workflows.
- Take the extra mile to resolve the client's issues and leave them with a positive feeling.
- Keep records of customer interactions, spot frequent issues, and discuss them with the Product team. Think along in improving the service to take customer satisfaction to the next level.
- Consistently document support cases in the internal Knowledgebase and maintain the Help Center up to date.
- Participate in pre-release and post-release product testing to validate the user experience and keep the product knowledge up to date.
About you:
- Excellent verbal and written communication skills in English.
- You have 2+ years of experience in customer support or customer-facing roles.
- You are tech-savvy and understand how web-based applications are built and work.
- You have basic SQL, and Javascript knowledge, and an understanding of the HTTP protocol.
- You can read and understand API documentation
- Enthusiastic personality, excellent interpersonal skills, and service mindset.
- Strong analytical and problem-solving skills.
- Highly driven, you own your stuff and are not afraid to take on responsibility.
- Able to handle multiple topics at the same time.
- Ability to work full-time (40 hours).
- Affinity with technology, design, and/or testing is a big plus
Things we love at Storyteq:
- Be entrepreneurial
- See and seize opportunities
- Take ownership
- Focus on impact
- Be Ambitious
Benefits
💰 A competitive salary (based on your experience)
📅 27 days of annual leave (Well-being Day and Volunteer Day included).
🏡 Remote working model
💻 Excellent tools: High-end Laptop, Monitor, and everything in between!
📚 We support your continuous improvement with training, courses, conferences, and books.
🌦 Mental health and wellbeing support: Access to OpenUp.
We Value Diversity
We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.
We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation but the wider industry too.
At the end of the day, we make sure we take time to look after ourselves, each other, and the planet because we’re always stronger together.
ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.
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