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We're Hiring - Customer Support Specialist

Salary to attract the best talent.

Newcastle office with remote working.

We are Team Refract and we are definitely a little bit different (good different we think?). Hopefully, so are you.

About Us

Based in the centre of Newcastle, we’re building a world class SaaS business, solving a key challenge for sales leaders – improving sales conversations outcomes and revenue through coaching, with limited time.

Refract.ai unlocks the black box of revenue intelligence by analysing calls, demos and meetings to level jump rep performance; accelerate revenue and successful outcomes; and deliver strategic business intelligence locked in conversations.

Our conversation intelligence platform uses A.I. to do the heavy lifting, with organizations such as VMWare, Zoopla, Reach plc, Johnson & Johnson, Cheaperwaste, Vanarama and a host of published sales gurus, amongst those accelerating performance using Refract.

We’ve done this before, building one of the region’s biggest SaaS businesses and learning lessons along the way (lots, we have the scars to prove it!). Our market opportunity is massive - any inside sales or customer service team globally with over 50% of our clients currently US based.

This is a chance to join a growing team, to put a story on your CV that changes your life and be part of a team that lives and breathes SaaS and Sales, where rewards, opportunities and recognition are limited only by talent and ambition.

If you want to join a VC backed start-up that isn’t just playing at this, and you have the right attributes (which are more important than experience) to flourish in such an environment, we’d LOVE to hear from you.

About The Role

Beyond the company bit above, there are three reasons why this is such a great role here at Refract for an ambitious customer-oriented person.

Firstly – you’ll be joining a growing Customer Success team and will play a key role in contributing towards the evolution of our Customer Support team. Once upskilled, you'll use your experience and product knowledge to provide advanced 1st and 2nd line support, trouble shooting complex customer queries with a high level of self-sufficiency. You will work closely with the Product team to resolve 3rd line queries, as well as supporting our Systems Integration Specialist with new bespoke Product integrations.

Secondly, at Refract we are committed to delivering a world class product that helps our clients improve sales performance and revenues. Our product is awesome but quality software doesn’t stand still. Your customer interactions will enable you to represent the voice of the customer to assist the Product team with key feature requirements.

Finally, happy customers are key to any SaaS business and the amazing customer experience you deliver will help increase customer satisfaction rates and play a huge role in making sure our users love our support and guidance as much as the product.

As part of our Customer Support team, you will:

● Deliver a first-class, genuine and personalized customer support experience when troubleshooting all issues via email, web chat and phone.
● For issues that cannot be resolved at 1st line, you will be the main point of escalation, working closely with the Product team to manage and resolve 2nd and 3rd line support queries.
● Be confident working across departments to problem solve and come up with creative solutions to ensure complete customer satisfaction.
● Communicate progress effectively to customers and internal teams so all stakeholders are fully aware of the current status of a particular issue.
● Develop a deep understanding of the platform, configurations and typical and bespoke implementations.
● Work with the Head of Customer Success to scale the Customer Support team as the business grows.

About You

First and foremost, you will be a people-oriented person that is passionate about customers, with a desire to always put their best interests first.

We are looking for a ‘tech savvy’ self starter who is comfortable working remotely with excellent written and communication skills. You will enjoy (and thrive) working in a fast growing business that creates personal opportunities for an ambitious, forward thinking person.

A Customer Support background with a customer service focus is essential whilst also being comfortable using your own initiative and confidently working with customers to gather information, troubleshoot, deep dive, analyse problems and diagnose technical and software issues.

The following skills/experience are considered desirable but not essential:
● API experience
● Exposure to JSON
● Worked with FTP/File storage
● Phone system experience

We feel we can be picky – and whilst we know great people are seriously hard to find, if we choose you it’s because we believe in your ability to play a great role in our future – not just ‘do a decent job’.

Hopefully you feel you have the ingredients and drive to be hugely successful, your goals are probably bigger than your peers, and with the right coaching, support and development can achieve whatever you set your mind to.

Additional Information

What more is there to say? The package includes:
● Remuneration (negotiable depending on skill and ability)
● 5% matched pension contribution
● 25 days’ annual leave plus public holidays

To apply or for more information please email adam[at]refract.ai 

No agencies please


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