Customer Support Associate

Who We Are Indeemo is a scaling, research technology company on a mission to empower positive impact through empathy. We do this by blending the best of mobile, video and AI technologies to help Market Researchers and Experience Designers remotely research what really matters to their users and customers. Our SaaS platform is used for Market Research, UX/CX and Healthcare Research across the globe by clients ranging from Research Consultancies to Startups to Global Brands. For more info on what we do, watch this quick video: Who You Are A warm, polite, professional person who genuinely cares about the customers you support. A proactive, tech savvy, problem solver, who is customer obsessed and gets your energy from quickly solving customer problems. An excellent communicator and capable multi-tasker who always goes the extra mile. Someone who is innately curious, passionate about driving product feedback and consistently elevating your customers' experience. You appreciate the fact that having your customers back is what builds relationships for life. Your Day to Day

• Your primary focus will be on providing a 6* support experience and acting as a Digital Concierge to our users and customers.
• This will involve responding to support tickets (sales, project and product) through our help desk software and occasionally jumping on client calls / screen shares to troubleshoot customer issues / train clients.
• You will be responsible for setting up client research projects on our platform and liaising with customers / our sales team to ensure everything is accurate and correct.
• In order to become a product expert and better provide customer support, you will assist our QA testing team with testing product updates before they are released to production.
• By providing product, project and front-line technical support to leads and customers and understanding their needs, issues and requests, you will act as a critical source of feedback to our product / technology team.

What You’ll Need to Excel in this Role

• 2+ years of experience in a customer support or customer success position supporting a software product.
• Experience in an SME / start-up environment is strongly preferred.
• A positive attitude, a genuine sense of care when it comes to solving customer issues.
• Excellent English verbal and written communication skills.
• Confidence when dealing with software applications, a critical thinking mindset and the ability to quickly triage and troubleshoot customer issues.
• Attention to detail, strong multi-tasking capabilities and the ability to continuously prioritise tasks.
• Proficiency in MS Office applications.
• Previous experience working with a Help Desk software tool and a CRM.
• A flexible, resourceful, action-oriented work ethic and the ability to quickly adapt to a fast-paced, constantly evolving work environment.
• Available to work later shifts (2.00 pm - 10.00 pm) one day per week and provide weekend cover one weekend per month.

This business is growing, and the role offers endless opportunities for the right candidate to grow and fulfil their potential within this fast-growing team. Our Hybrid Approach to Work At Indeemo we recognise the evolution that has taken place when it comes to hybrid working. Our hope is to achieve a balance between working in the office and from home that makes sense - to achieve flexibility while maximising communication, collaboration, creativity and productivity and preserving our company’s amazing culture. Your first 3 months in the role, you will be required to be on-site at our offices in Blackpool 4 days per week - Monday to Thursday. Once you have completed 3 months with the team, you will have the option to scale back to 3 days per week on-site. Life at Indeemo At Indeemo, you get to join a diverse team of extra milers who are obsessed about delivering an intuitive product and an unforgettable customer experience. "We value action over talk, collaboration over individualism and progress over perfection. We care about our work and we always look after each other. We know that what we each contribute on a daily basis has a direct, positive impact on the lives of the people who benefit from the research we empower. We never forget our duty of care when it comes to protecting the privacy of our users and customers." - Eugene Murphy (CEO) Aside from a competitive salary, health insurance and the opportunity to join our company's share options scheme, you’ll get to join a world class team with an amazing culture and exceptional work ethic. If you love being challenged and properly engaged, if you are keen to grow and thrive in an environment of continuous improvement, if you are resourceful, flexible and comfortable evolving in a fast-moving technology and customer centric environment, then there is limitless opportunity here for you to grow. We look forward to hearing from you. #J-18808-Ljbffr