Technical Customer Service

  • Job Reference: VR/01117
  • Date Posted: 30 November 2018
  • Recruiter: MP Resourcing Ltd
  • Website: http://www.mpresourcing.co.uk
  • Location: Oxford
  • Salary: £28,000 to £33,000
  • Sector: Administration, Call Centre / Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

This is a non-sales role tasked with supporting customers of our digital platform. Our Account Managers build a comprehensive knowledge of our software platform, as well as a general technical understanding of the publishing industry, and then work with our clients to triage problems, assist in new developments, and train client-teams to use effectively. In this role you function between engineering teams and other client services teams, with an eye towards ensuring client satisfaction and work in a technical environment, but do not need to have direct technical experience. Instead, an understanding of how to use technology to accomplish a goal, and then assist others to reach the same outcome, is key. Ultimately, Account Managers work to ensure customer success.

Responsibilities

  • Establish an excellent rapport with customer contacts to become a trusted resource in maximizing their investment with the company
  • Build a knowledge base of the company's digital publishing platform, and the publishing industry
  • Understand the business requirements of our clients, including marketing efforts, technical concerns, and deadline scheduling
  • Work tactfully with third-party vendors who may not be direct clients of the company.
  • Effectively communicate with engineering teams, and translate their feedback to our clients in an easy-to-understand method
  • Own the relationship with clients, including expectations management, resource scheduling, and working within established company processes

Requirements

  • Bachelor’s degree or higher BSc or equivalent, in a technical field
  • Demonstrated problem solving, analytical and diagnosis abilities
  • Familiarity with XML, HTML, CSS, or JavaScript a plus
  • Knowledge of and experience with measuring and improving customer satisfaction and loyalty
  • Excellent organisational skills and ability to juggle concurrent projects, work under pressure, and meet deadlines
  • Understanding of the publishing and information industries. Background in online journal or book production a plus
  • Experience working with a software company a plus

Technical Experience

  • Must have 2 years hands-on experience with technology - not just working with MS Office apps
  • Demonstrated problem solving and analytical abilities as working on complex software products and issues
  • Familiarity with web technologies like XML, HTML, CSS, (and/or JavaScript a plus) and with common desktop applications
  • Bachelor’s degree or higher - (BSC or equivalent, in a technical field, a plus)
  • Degree not essential if have 5 years relevant experience

Soft Skills

  • Very good written and verbal communication skills
  • History of building and owning relationships with enterprise partners
  • Knowledge of and experience with measuring and improving customer satisfaction and loyalty
  • Excellent organisational skills and ability to juggle concurrent projects, work under pressure, and meet deadlines
  • Willingness to work with teams in multiple time zones

Please note: Only candidates with the relevant skills and experience will be contacted regarding this position.

If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.