First Line Support Specialist

Campaign Monitor New York , NY 10007

Posted 3 months ago

We are proud to be one of the top 50 UK SaaS companies to work for. We developed a multichannel marketing technology that supports the marketing efforts of the world's leading professional services companies.

Vuture has offices in the UK, New York and Sydney and our clients span across the globe. We work with over 60% of top UK and American law firms and all 4 Big Four consulting firms. Our technology powers the websites, marketing emails and events for these firms.

This is your opportunity to join the Support team, an important part of the Client Success Department at Vuture. The successful Application Support Manager will report into the Director of Client Success.

You will be the first line of support in helping our clients resolve their challenges when using the technology. The ideal candidate will be confident, adaptable and personable. You will have a flexible approach and attitude, coupled with the ability to inspire and support both our customers and fellow colleagues. You will be innovative in your thinking and approach whilst continually offering ideas to enhance Vuture's customer support capabilities

What will you be doing?

  • You'll provide the first line of support to Vuture's global client base through email and telephone communication.

  • You'll own user problems and be proactive when dealing with them.

  • You'll log and manage all calls and emails on the ticketing system.

  • You will be required to investigate incoming issues and either solve or escalate to the right department.

  • You'll have to keep up an exceptional level of service for clients ensuring that you keep to the Service Level Agreements we have.

  • You'll respond to enquiries from clients and help them resolve any software problems.

  • You'll monitor and maintain logs of any software problems particularly repeat issues.

The right candidate will be passionate about providing excellent customer service and doing what it takes to help our customers succeed. Our ideal candidate has prior technical support experience.

Technically-savvy is a must. He or she should also be highly skilled at researching, troubleshooting and solving complex issues. We're looking for strong team players who love collaboration, welcome feedback and who are quick, eager and confident when learning new things. Because we're so fond of our customers, it's also important that we find a person who's a strong and personable communicator and able to convey personality and helpfulness over the phone and through email.



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