The job as Junior Tech Support Delivery is a challenging role requiring a careful balance between the client’s needs wants, and priorities.
You play a crucial role in client satisfaction and retention as well as potentially bringing in new business as part of supporting existing solutions. Junior Tech Support Delivery is the bridge between clients and internal stakeholders in communicating enhancements and providing solutions.
As a person, you are organised, energetic, and pragmatic managing the balance of keeping both the customer and the agency satisfied. You are the internal voice of the customer. You will be given the responsibility of one or more clients, and serve as the primary point of contact for the customer regarding client support. You will also represent the client’s perspective at internal meetings.
Identify potential business based on client support needs
Explore the possibility to build retention budgets toward client support needs
Explore the possibility to sell in client support toward both customers and their affiliated agencies
Interest within Web developer concerning
Interest within following technologies:
Web Components (lit-element)
Competent to pro-actively discuss client challenges and issues (and suggest solutions)
Able to build and develop support relationships with clients
Keep audience’s attention during training activities
Experience and knowledgeable in using client support portals such as Freshdesk
Competent to plan, lead, implement and communicate solutions to clients
Take the lead on client support needs
Ability to manage internal teams and internal delegate tasks
Able to use JIRA and create a ticket here
Communicate client ideas, needs, and solutions internally, in order to potentially implement or affect internal solutions & processes
Explore new business possibilities with commercial concerning client support
Key personal attributes
Organised and thorough with attention to detail
Outgoing – a ‘people-person’
Energetic and gets things done
Flexible and pragmatic
Curious and inquisitive
Empathetic toward client challenges
Proactively work for satisfied customers
Actively explore commercial possibilities with the commercial teams concerning client support
Ensure proactive communication with the customer
Drive communication toward client support with customer
Ensure frequent client contact with status meetings and information about progress on projects as well as other information relevant to their business
Ensure client support development status is actively communicated to the customer
Own and drive the solution process concerning client challenges
Ability to engage internal stakeholders to solve client needs
Be aware of new client support opportunities in existing client accounts, and communicate these to relevant commercial teams
Scope challenges and scale solutions so this can benefit multiple clients
Able to scope client challenges into tickets
Maintain and develop relevant supporting articles in the support portals
Development and documentation of new features and processes for both clients and internal
You will be a success if you…
Have prior relevant experience and enjoy juggling multiple balls in the air at once
Understand that we are a business and need to keep our clients satisfied
Performs active communication
Understand the critical importance of teamwork and are a team-player
Pro-actively address issues or challenges as soon as they appear
Positive, helpful, realistic, and honest
This job comes with several perks and benefits
Time is precious. Make it count. Morning person or night owl, this job is for you.
Get your caffeine fix to get you started and keep you going.
Easy access and treehugger friendly workplace.
Social gatherings and games; hang out with your colleagues.
Peckish after lunch? We got your back with soft drinks, treats and fruit.
We take care of you, even when you are old and wrinkly.