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ScreenCloud

Customer Support Rep

Customer Success · Belfast, Antrim
Department Customer Success
Employment Type Full-Time
Minimum Experience Entry-level
ScreenCloud helps businesses communicate better with their teams and customers using simple digital signage software. Think of us as the operating system for all the screens at a company.   We have over 8000 customers around the world, including household names like Amazon, BBC, Sonos, Dropbox, and Uber.   We're a globally distributed team – with offices in London, Belfast, Los Angeles and Bangkok. About a third of the ScreenCloud team work remotely from their homes, cafes or the beach.   We are looking for someone to join our Belfast office, specifically our Support team. This person will be the main point of contact for our European customers dealing with anything from technical, billing or how to use the product queries. Ideally, previous experience working at a digital, technical or SaaS company within a support role would be advantageous.   This is a great time to come on board. We're well-funded, have a growing customer base, and are established as an excellent educator. Our vision is to be the go-to brand for learning about digital signage. This is a chance to assist with our ambitious brand plans, it's going to be quite an adventure.   Key Areas of Responsibility:  
  • Respond to customer inquiries in a timely manner through various channels
  • Troubleshoot user-reported issues and report bugs or issues in details to appropriate teams
  • Collecting feedback and being proactive with findings
  • Work across two teams(Support and Players) and communicate the issues to the development team
  Requirements   Key experience we’re looking for:
  • Tech savvy - someone who gets tech and can explain it clearly and simply
  • Excellent (English) verbal and written communication skills 
  • Possess excellent troubleshooting skills
  • A calm and reassuring demeanour with proven experience of how they have handled pressured situations
  • Previous Support knowledge
  • Comfortable with Zendesk
  • Impeccable phone manner
  • Self-starter mentality
  Considered a plus if you have the following skills:
  • Debugging issues using Chrome Developer Console
  • Writing experience (writing website content and articles)
  • Understand what Digital Signage is
  • Love all things tech

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  • Location
    Belfast, Antrim
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level