Posted on :
13 Jun, 2016
13 Jun, 2016
Fuse is a fast growing, vibrant company whose origins lie the buzzing heart of London’s tech hub – Shoreditch. Creators of a truly disruptive technology that is redefining the way people and organisations learn. Following recent investment, we’re expanding at a phenomenal pace and are now looking to grow a Customer Service Team in Cape Town.
Fuse’s team is the best of the best. Cutting edge thought leaders, extremely passionate designers, super smart techies and a dynamic management team.
You’ll be working alongside our team of creative young designers at our offices in the heart of Cape Town.
The role is for a Customer Service agent, providing Customers with support for our cloud based social learning platform. Full training will be provided on how to use our product. You’ll learn what makes a software company tick, how today’s businesses learn and how they really use social media and get to work with everyone from UK household names and multinational corporations to global charities.
You’re mission is to delight our customers with your Customer Service skills… No matter what the issue, you won’t rest until you’ve got the answers they need.
As an expert on our platform, products and services, you’ll be well placed to answer most of their question directly or link them to resources they can use. You’ll work with the Technical support team, developers, product owners and teams across the business to find the answers your customers need.
The customers experience is paramount and you’ll not rest until we’ve provided the best service we possibly can.
You’re a people person with spectacular interpersonal skills who geniunely enjoys helping others.
Going the extra mile to make sure your customer is happy is part of your DNA and something you do instinctively.
You’re naturally collaborative and keep a can do attitude
Experienced in customer service you understand how to defuse frustrations and turn around unhappy customers.
You proactively communicate to keep your customers informed at all times and approach every communication no matter how small with the utmost levels of professionalism.
You develop relationships both with our customers and internally and your insight into our customers’ desires and feelings is sought by our product teams.
You take customer satisifaction scores and first response times really seriously and strive to improve them constantly.
You take great pride in your indepth knowledge of our products and services. You’re the first to experiment with new features, you know all the quirks, the workarounds and enjoy showing others how to get the best from Fuse.
The customer’s experience is everything to you and you’re continually looking to refine and improve the way we work.
Tenacious, independent and self driven, you’ll work with teams across the business, overcome barriers, investigate, learn new skills and do whatever it takes to ensure we deliver the customer the best service we can.
Excellent verbal and written English communication appropriate for customer facing duties
Strong interpersonal skills
Good diagnostic and logical troubleshooting mindset with previous experience essential
Be self-sufficient and capable of proactively taking ownership of issues and developing solutions and communicating with the rest of the business
Previous experience of working in a software business beneficial
Previous experience of support ticket or case management systems whilst not essential will be extremely advantageousl
Previous experience using error and performance handling tools beneficial (e.g Airbrake & Newrelic)
Understanding of Agile based development will be advantageous
Experience with Jira project management software advantageous
Key Tasks and Responsibilities
Ensure the Customer has a great experience
Your primary role is to help and support customers with any issues, questions or challenges they may have. You’ll ensure they get the answers they need and enjoy the experience of dealing with Fuse Support
Provide second line support for all clients
Investigating customer reported bugs and issues and working with the technical and development teams to own and manage bugs and support issues through to resolution within our agreed SLAs
Working with Technical Support teams
Work with Technical Support Teams to own and manage bugs and support issues through to resolution. This involves managing and prioritizing a backlog of tasks for development teams and taking part in daily stand up calls with the team.
Working with Product teams
Working with customers all day everyday your insight into how they feel about our product, thier desires and frustrations will be invaluable for our product teams.
Work with Implementation teams
Support the implementation team with adminstrative work required to setup Fuse for individual client usecases.
Support sales in creating and preparing Fuse instances for client demonstrations.
Maintain and update the Case management system
Ensure all incoming Cases (Bugs, Issues, Risk & Requests) are logged and processed within service level requirements and in accordance with company procedures and framework
Ensure the Case Management System is accurately maintained and updated.
25 Days Holiday, not including bank holidays
The change to make a real difference in the world!