Technical Support Representative Conversocial
THIS JOB HAS EXPIRED Our Customer Success Team helps our customers to continually increase their usage of our software, expand their social customer service teams and ensure they deliver great service to their own customers via social networks. This helps us work towards renewing their contracts indefinitely!
To do this, we're adding to our technical support team to look after our sophisticated enterprise clients such as Tesco, Waitrose and Groupon.
What You'll Do
Build great working relationships with allocated customers
Provide sound technical answers and procedural advice to all customers' queries and help them implement best practice to achieve their objectives
Work with our development team to solve problems for customers
Assist our sales team in solving potential customers' teething problems when getting started with the software
Help new customers as they implement processes to use Conversocial within their business
Use data (and your relationships with customers) to identify companies who are not getting the most out of Conversocial, and formulate a plan to ensure their success
What We Look For
Talented, hardworking individuals with great energy and initiative to drive understanding of how best to use Conversocial amongst customers
Excellent communication skills, on email and phone
Clear analytical thinking; organised and able to work alongside developers as well as sales executives
Calm and reassuring under pressure - often things go wrong out of your control, and customers won't always understand
Willingness to share responsibility for limited out-of-hours customer support
Technical ability - no programming required, but you'll need to be savvy and be extremely comfortable using a computer and the internet; ability to manipulate Excel would be a big plus
Interest and/or experience in social media and customer service is an advantage
Ideally 2:1 or higher from a top university
Starting salary competitive and depending on experience. Stock options included, and we provide communal lunch daily. Lunchtime also often involves board games.
||New York, NY |
THIS JOB HAS EXPIRED
Conversocial is a cloud solution that enables businesses to deliver customer service over social media at a large-scale.
Our software is used in the contact centers of hundreds of major retailers, banks, telcos, and other brands to enable them to manage the high volumes of complaints and questions they're receiving through social networks like Facebook and Twitter.
We help our customers deliver a better customer experience by responding faster and better to service issues through our prioritization and collaboration tools; increase operational efficiency through workflow and management tool
5 - 20M Raised All Jobs: at Conversocial
|Headquarters:||1115 Broadway, 11th Floor|
New York, NY 10010
|Company Profile:||Conversocial is a cloud solution that enables businesses to manage social media as a large-scale customer service channel.
Hundreds of major brands use Conversocial in the contact center to handle high-volume customer service through social media in the most efficient and secure way possible. We cut through the noise of social media to automatically identify and prioritize customer service issues, with natural language processing that adjusts to specific industry needs.
Customizable workflows and permissions are designed to scale up to large teams of agents and managers, with an intuitive interface that's easy to learn and use, with the ability to fully integrate into the contact center. Real-time tools and analytics enable managers to track customer service performance and agent productivity.
We are designed for rapid implementation. As a result, our clients are able to immediately manage the growing volume of customer service conversations taking place over social in the most efficient and cost effective way.|
Support Conversocial with Social Media services