26 Oct
Elucidat
Brighton
Job details
Here’s how the job details align with your profile.
Pay
- £25,000 - £32,000 a year
Job type
- Full-time
Location
Brighton
Benefits
Pulled from the full job description
- Work from home
Full job description
Company Overview
Our Vision: To enable impactful elearning experiences at scale for the world’s leading companies.
Our Mission: We help people to create impactful elearning by unlocking expertise from any employee.
Our company values are Learn, Care, Share which we apply to all aspects of our work, from our flexible working opportunities, to our friendly, supportive culture. We put people first. We know that life is about more than work,
so we give you space and support to thrive professionally and personally. Our success is fuelled by the positive attitudes and exceptional talent of our team.
We offer flexible working and a healthy work-life balance creating opportunities to help you juggle other commitments, work from home, and childcare. We are dedicated to maintaining a culture where everyone is respected and has a voice in the day to day running of the company. We like to celebrate our team’s contributions to making Elucidat a great place to work.
We are officially one of the UK’s Best Workplaces for 2024 according to Great Place to Work being named as a Best Place to Work for Development, Wellbeing, and Women so far this year.
Elucidat is an elearning authoring platform used by the world’s leading companies to deliver impactful learning on a global scale. Elucidat enables teams to scale production without increasing costs or reducing impact. With Elucidat, teams can harness internal expertise, control quality, and ensure employees receive relevant learning that achieves real impact.
We work with some of the world's most successful organisations, including Oxfam, Tesco and Pret.
Job Overview
This is a technical software support role where someone with prior experience in this field can continue to grow and develop. This role sits within our Customer Support and wider Product and Engineering team, where our focus is on making sure that our customers are getting the most out of Elucidat. We’re a tight-knit team who work together to ensure that all our customer's queries are resolved accurately and efficiently. Our support team is what sets us apart from the crowd - with an awesome 97% of all conversations marked as happy.
Responsibilities
- First Line software support for our customers - working US hours (12:30pm to 9:00pm GMT) and providing in-app chat, email-based support and screen shares with our customers. This can be anything from straight-forward how-to requests through to complex problem solving. All support queries are treated with the same dedicated and passionate approach to delivering the best possible experience for our customers.
- Second Line technical investigation - spending time investigating more complex issues by gathering required information, considering all variables, replicating the problem in a reliable manner, working with our engineering team to find a solution, and following this through to release, via our product development process.
- Problem solving - finding alternative solutions for users to reach their goals.
- Ensuring contractual SLAs and internal targets are met.
- Support documentation - updating our online Help Center as the product evolves and new features are released as well as in response to customer queries and other initiatives.
- Issue logging - logging bugs and feature requests in a defined, clear manner such that they can be handed over to other teams quickly and easily
- Maintenance - working with the Head of Support and Product Team to prioritise and manage maintenance tickets
- Cross-team engagement - working with Sales, Customer Success, Product and Infrastructure teams on internal projects to help the company meet its strategic goals.
- Risk identification - using a variety of tools and reports to identify customers that may be at risk of cancelling,
for example, due to low utilisation of the product. Flagging this to the Customer Success Team and supporting proactive campaigns to engage with our customer base.
- Opportunity identification - having the commercial awareness, and knowledge of our services and strategic direction, to identify opportunities for upsell within existing customers.
- Testing - reliably and efficiently testing new bug fixes and features against the known spec or original reported problem, to validate fixes before communicating back to the customer.
- Be inspired, and inspiring - all our team are brilliant at what they do. They inspire each other every day, and the chosen candidate for this role will be expected to perform at that standard - showing others new ways of doing things,
and being open minded to learning from others at the same time.
Person Specification
- Minimum one year experience as a tier 2 customer support specialist or similar CS and/or technical role in a SaaS company
- Excellent problem solving skills
- Great communication skills and the ability to explain complex or technical issues
- Proven ability to take initiative and ownership of customer issues
- Ability to become a product expert in Elucidat
- Basic knowledge of HTML/CSS/Javascript
- Experience of using helpdesk software and remote support tools
- Extremely strong attention to detail
- Ability to ‘read between the lines’ and ask the right questions to understand the core of a customer issue
- The ability to influence and inspire confidence
- Great with data and analytics
- Experience managing expectations of customers
- Highly-organised with the ability to prioritise and plan time effectively
- Enjoy a range of different tasks (every day will be different!) and happy to try new things
- A great sense of humour! While we work hard, we have a great time while we do it, and fitting into our culture is as important as being able to do the job
Icing on the cake
- Experience working with (both internally and externally) a variety of software products, especially web-based SaaS products
- Experience working with a variety of tools and systems (e.g. CRM, Google Docs, Confluence, Zendesk, JIRA, Slack)
Our Benefits
- Work-life balance: 25 days holiday (increasing to 30 with tenure)
+ bank holidays
- Financial wellbeing: Competitive salary, inclusion in the yearly company wide bonus scheme and annual pay review
- Autonomy and trust: Work from Anywhere Policy for up to four weeks per year
- Flexible working: Hybrid and remote home working opportunities
- Wellness: Health Cash Back plan to support physical and mental wellbeing, GP anytime 24/7 phone line.
- Career growth: 1 day per month dedicated learning time, a yearly learning budget and career development pathways.
- Inclusive culture: A meeting-light culture and opportunities to get to know team members better through things like weekly ‘donuts’, social events and a slack channel for different hobbies and interests.
- Belonging: We bring everyone in the business together twice a year for team building exercises and a company party (Summer and Christmas)
- Team Lunches: We have team lunches to celebrate birthdays, new starters, or just because!
- Recognition: We give regular ‘high-fives’ to celebrate our wins and successes. We make sure our employees feel seen and valued. Our Learner, Carer and Sharer of the Month receives a bottle of champagne.
- Giving: There are opportunities for staff to give back to non-profit activities and as a business we work with local Brighton charities Spear and the Brighton Food Bank.
- Climate positive business: We’ve partnered with Ecologi to plant trees and invest in carbon capture projects. We’ve planted over 37,000 trees and counting! Our Brighton office uses eco-friendly cleaning supplies, is paper-free, and recycles wherever we can to do our part.
Hours: Full time, US hours (12:30pm to 9:00pm GMT)
Location: Must be UK based. Can be based in our Brighton office or fully remote within the UK.
Salary: £25,000 - £32,000 per annum depending on experience
Start date: As soon as possible