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Senior Technical Support Analyst



This job is no longer accepting applications

See open jobs at Blink.
IT, Customer Service
London, UK
Posted on Friday, April 14, 2023

Globally, 80% of workers don’t have a desk or an office. These workers are the backbone of the global economy, the people we interact with every day in stores, on buses, in our hospitals, delivering our parcels, and maintaining our buildings. The current generation of workplace technology doesn’t fit their needs, Blink enables those people to be productive, informed, and engaged while on the move.

We've built a fresh approach to an old problem. Our goal is to be the #1 choice for the mobile enterprise, to build the workplace "super-app" that brings together in one place the people and information that matter.

💻 What will you be doing?

This role is the first ever Senior Technical Support Analyst @Blink! You’ll be working as part of our Customer Support team to take our customer-focused ethos to the next level, with a specific focus on technical queries and requests. We’re building a world-class Support function to ensure our customers are provided with the best possible support.

Responsibilities Include:

  • Delivering outstanding customer centric technical support that enhances customer perceptions of Blink and increases customer satisfaction
  • Maintaining credibility and trust through prompt resolution of issues and exemplary stakeholder management. Managing customer expectations to ensure all cases are dealt with promptly, ensuring customer expectations are met and where possible exceeded.
  • Rapidly answering customer support enquiries and managing support tickets, providing exceptional support for both end users and key stakeholders
  • Quickly understanding customer issues, knowing the right questions to ask to successfully troubleshoot their problems, ensuring they're resolved as quickly as practically possible and well within any SLAs
  • Delivering outstanding internal technical support, helping internal teams by resolving technical queries with the product and escalations and delivering scalable solutions to avoid re-occurrences
  • Being internally recognised as the go to person for Blink technical support
  • Escalating requests to the appropriate team, when necessary, and
  • Managing the escalation process and working with other parts of the organisation to ensure customer issues are resolved
  • Proactively updating documentation, help articles and internal knowledge base in parallel to resolving customer queries
  • Creating new ways for customers to self-resolve, for example training videos or in-app help
  • Helping and providing feedback to improve the quality of customer support
  • Providing input to the product, feedback on roadmap, identifying product changes than can reduce support requests or provide a better user experience. Helping to prioritise bugs and other enhancements
  • Collaborating closely with our engineering team, liasing with developers to fix issues, identify workarounds, create tickets for bugs/enhancements and testing potential solutions.
  • Developing internal tooling, processes and documentation to deliver a world class and scalable technical support process.

We're motivated, positive and social; we're all different, but these traits tie us together. We work closely as a team and genuinely value each other's opinions. Most of all, we try and learn as much as we can from one another, through knowledge sharing and healthy debate.

We're looking for someone who is ambitious and wants to develop in a fast-growing company. The successful candidate will be resourceful, inquisitive, a fast learner, with the ability to easily connect with a customer. You’ll be able to pick up new concepts quickly and empathise with customer pain points. We’re also looking for:

  • Experience in customer support or similar role, ideally within a software company dealing with end users and key stakeholders
  • Previous experience working directly with both technical and non-technical clients to diagnose and solve issues
  • Strong prioritisation skills, always keeping to or exceeding deadlines and quick to follow-up with customers
  • An obsession with top class support – over communicating with a service mindset and a desire to give users the best experience possible, regardless of the situation.
  • You will be someone who hold themselves to the highest possible standards; not happy to merely meet an SLA, you will move with urgency to resolve customer requests because that’s how you create exceptional customer experience and exceed expectations
  • Have strong problem solving technical and analytical skills, you will be expected to work directly on problems yourself, identify workarounds and test potential solutions You will be reading code, documentation and may need to reproduce customer issues yourself
  • You can demonstrate becoming a technical expert in a previous role/on a product or service you have supported. You will have been the ‘go to’ person on the team, mentoring new support analysts and answering complex queries
  • You will be technically proficient and very curious about technology. You have a personal interest in technology, exploring new products, experimenting such as with software interoperability, scripting, web tools, APIs, low-code builders, troubleshooting friends/family technical issues, an expert on PCs/macs, home networking and similar interests that demonstrate technical proficiency
  • Excellent written and verbal communication skills, with proven ability to tailor the communications based on the audience, and comfortable writing and updating documentation, help articles and creating new material
  • Ability to make decisions, work well under pressure and consistently exercise good judgement
  • Experience in building self- service or standardised technical solutions to deliver scalable support in a global environment
  • A self-starter, eager to learn and thrive in a high functioning team

You’ll have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you’ll be working in a company with a strong mission and with a team that are ambitious and embarking on a journey that many start-ups can only dream of!

We offer the chance to take to market a product and solutions that is ‘of the moment’, with a proven ROI, and which often gets customer very excited in the very first meeting. Other benefits include:

  • Competitive salary and generous equity allocations with significant upside potential
  • 25 days annual leave per year, not including public holidays
  • The equipment needed to do a great job
  • Private Healthcare
  • Bike to work scheme
  • Social events (Company getaways, lunches, breakfasts, nights out)
  • Convenient central London location

At Blink, we're committed to creating an inclusive and diverse culture where our people feel they truly belong. We value and respect individual differences, so all applications will receive fair and equal consideration without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age or veteran status.

This job is no longer accepting applications

See open jobs at Blink.