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Technical Support Analyst



IT, Customer Service
London, UK
Posted on Friday, June 21, 2024

Hybrid position: working 3 days a week from our London office (Monday, Wednesday, Thursday)

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?

You’ll be working as part of our multidisciplinary 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 and internal stakeholders are provided with the best quality of 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 a 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 the roadmap, identifying product changes that can reduce support requests or provide a better user experience. Contributing to bug and other enhancements’ prioritisation process
  • Collaborating closely with our engineering team, liaising with developers to fix issues, identify workarounds, create tickets for bugs/enhancements and testing potential solutions
  • Independently perform technical setup requests such as SSOs, generating and retrieving tokens, data exports, creating digital forms, etc.
  • 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.