Description

At some companies you can feel the momentum building. People are engaged, they're approaching their work with energy, enthusiasm and resilience. Being part of the organisation becomes part of your own identity.

At others, it feels impossible to get everyone pulling in the same direction. People lose sight of the company's purpose, they start looking out only for themselves – or elsewhere for new opportunities.

We started Peakon to help companies around the world build better workplaces. Where employees know they're listened to, managers learn from their own decisions and develop as leaders, and entire organisations see a step-change in what they can achieve.

Trust and transparency guide everything we do. At Peakon you’ll find a transparent salary model, unlimited vacation, minimal hierarchy, and maximum freedom to develop and execute your own ideas. Our style of collaboration is based on honesty and friendship, and we always love making new friends…

About you

We are looking for an Associate Technical Support Specialist to join our team, learn about Peakon and begin contributing quickly. You will provide technical support and assistance to Peakon users regarding platform issues, and technical requests that were escalated by the first-line Support team. You will be part of a global support team and report directly to the Director of Customer Support

While you will work mostly with our customers, You will be a crucial link between Customer Success Managers, front-line Support, and Product & Engineering, advocating for bug, enhancement or process fixes that better the experience at large. A typical day could include the investigation of problems with our Back Office or developer tools, running API calls to troubleshoot a customer problem, testing and replication in a staging environment, verification of product behaviour and the updating of documents to explain such behaviour.

You'll have opportunities, outside of the queue, to own projects that help our team scale up and learn new skills. As the first member of the technical support team you will have the chance to develop and implement documentation, training programs, and tools that help increase the effectiveness of the team, to ensure delivery of an optimal support experience.

We welcome your application even if you do not meet all of the criteria listed below, but are excited about the opportunity of mastering this role. We know that skills are not static and growth is continuous, so we are happy to help you take your career to the next level together and are committed to your development at Peakon.

Responsibilities

• Handle escalated and complex technical issues from customers (occasionally help on other channels like chat and video calls)

• Identifying, validating, documenting bugs, and working with Engineering to triage and prioritize bug submissions

• Become an expert on Peakon platform functionalities and methodology, whether it’s helping customers or explaining the why behind an answer to an internal team.

• Foster customer education and self-service by creating, enhancing, and maintaining internal and external documentation.

• Closely collaborate with Product Management and Engineering on new product development, representing customer feedback and ensure timely resolutions.

• Work with Customer Success to help resolve their customers’ issues. We work with Enterprise companies, and often need to coordinate with multiple stakeholders.

• Seek out and execute new ways to educate, optimize and automate team knowledge, processes and responsibilities.

• Discover, analyze, and communicate gaps in the customer experience.

Requirements

• Minimum 1 year experience in technical support, preferably in a SaaS B2B setting.

• Exceptional troubleshooting abilities (ie using browser developer tools, determining whether a plugin could be causing a code conflict), you test bugs locally and escalate further with detailed instructions.

• Superior communication skills. You have talent for taking something complicated and explaining it simply.

• Strong comprehension and experience working with REST APIs, Single Sign On, HTML, CSS, and Javascript

• Proven capability to foster teamwork and coordinate with cross-functional teams

• Ability to multitask, prioritize, and manage time effectively to support strong customer service focus

• Flexibility to help ensure our customers are supported during varied hours and holidays. You will help the support team to manage fluctuating workloads and shifts. This can include tasks such as: taking over challenging or overdue tickets, working the support inbox, providing support on several channels like chat or Zoom, covering other shifts when necessary.

• Love to teach others and you’re eager to learn as much as you can. You will assist with support training, including onboarding of new support team members.

• A proactive approach to self-education and professional development. You are self motivated and possess a strong sense of responsibility and initiative.

• Experience with Zendesk, Clickup, JIRA, Github is highly preferred.

• Experience with Podio, Salesforce and Microsoft Office (Excel) is a plus.

Benefits

• Unlimited holiday

• Flexible working

• Company wide trips

• Choice of hardware

• Quarterly bonuses

• Company shares

• Pension