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AI Summary
The role focuses on supporting customers by resolving issues, educating users, and driving engagement to maximize platform value. Additionally, the representative will create help documentation and collaborate with the product team to shape the roadmap.
Anca's test
Department: Data Technology
Employment Type: Full Time
Location: Austin, TX
Reporting To: Head of Customer Success
Description
We're looking for a Customer Success Representative to join our growing support team either in Jersey or by remote working.
The role is focused on supporting Pinpoint's customers - engaging with them, educating them, helping them fix issues or solve problems and doing everything you can to ensure they maximise the value they get from the Pinpoint platform in order to improve the way they hire.
The role is focused on supporting Pinpoint's customers - engaging with them, educating them, helping them fix issues or solve problems and doing everything you can to ensure they maximise the value they get from the Pinpoint platform in order to improve the way they hire.
Key Responsibilities
Working as the first dedicated support team member for Pinpoint, your responsibilities will be varied. Your main focus will be to respond promptly to support requests, helping customers resolve any issues in a friendly, helpful fashion and educating the customer in order to help them prevent potential future issues.
When you're not dealing with support requests, you'll proactively reach out to Pinpoint customers through various tools we have in place to drive increased engagement and offer insights and guidance where appropriate. You'll also work on our Help Resources, writing guides, producing documentation and walkthrough videos to help our customers help themselves.
On top of this, you'll work closely with the product team, taking feedback from support queries and conversations with customers to help shape the product roadmap.!!!
When you're not dealing with support requests, you'll proactively reach out to Pinpoint customers through various tools we have in place to drive increased engagement and offer insights and guidance where appropriate. You'll also work on our Help Resources, writing guides, producing documentation and walkthrough videos to help our customers help themselves.
On top of this, you'll work closely with the product team, taking feedback from support queries and conversations with customers to help shape the product roadmap.!!!
Skills, Knowledge & Expertise
We're looking for people that are passionate about what we do and that can quickly understand / reverse-engineer a prospect's business, shaping the support experience to their specific requirements and providing useful context where appropriate.
We don't require candidates to have prior support experience (although relevant experience is a plus), but all applicants should:
We don't require candidates to have prior support experience (although relevant experience is a plus), but all applicants should:
- Have excellent time management and organisational skills
- Have a client-first mentality and genuinely care about our clients
- Be fantastic listeners and know how to ask the right follow-up questions
- Have extremely good interpersonal and communication skills, both written and verbally
- Be proactive - continuously improving both their support skills and knowledge of the market in which we operate (HR / Recruitment)
- Another
Benefits
We care deeply about making Pinpoint an incredible place to work and invest a significant amount of time and energy into creating and maintaining a company culture that provides our team with a generous level of support whilst inspiring them to do their best work.
The specific benefits / perks we offer are continually evolving, but currently include:
- Full healthcare coverage for you and your family
- Free lunch at the office daily (or a lunch budget for those working remotely)
- Generous personal development budget
- Top of the line equipment (4K Monitors, Macbook Pro, etc.)
- Flexible working (choose your hours / days / where you work, within reason)
- Competitive salary with regular pay reviews
- Generous option grants
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