Enterprise Client Support Representative - UK

Job Description

Enterprise Client Support Specialist

 

Job Description:

In this role, you will be among the first support team members at our new office in the UK, directly supporting growth in the market. This role will support a myriad of technical issues (Tier 1 and Tier 2) and AuditBoard’s most strategically important Enterprise clients. You will be expected to understand the full suite of product features, assist with any product functionality questions and troubleshoot any issues in the system that a client may have encountered by working with various internal teams to provide solutions. This role requires that you be familiar with your assigned clients’ environment configurations, roles, and internal teams. Additionally, you will deliver, or facilitate the delivery of, a variety of professional services offered by AuditBoard.  As a member of our seed team, you will help to define processes and implement process improvements to support an excellent customer experience globally.



This role will work closely with the assigned Client Success Manager on tasks outside of the core support function as they manage the relationship with these clients. These tasks may include but are not limited to:

 

  • Creating monthly support ticket trend analyses
  • Attending monthly calls or QBRs
  • Maintaining and documenting client configuration specs (scope rules etc)
  • Partnering with the Technical Support team and PED to maintain configurations for complicated environments and integrations.



Requirements:

  • 3-5+ years experience in a customer support function
  • Experience in a client-facing role requiring a deep understanding of a product or service
  • Ability to document and troubleshoot complex technical environments
  • Ability to work with multiple teams within a Client organization 
  • Experience working cross-functionally with other departments
  • Ability to analyze and troubleshoot in order to resolve problems quickly and cost-effectively
  • Ability to effectively resolve client escalations and issues
  • Demonstrate a strong understanding of client experience and promote this with the team
  • Familiarity with helpdesk ticketing system
  • Excellent interpersonal, verbal, and written communication skills, with emphasis on phone, email, and online communications with both team members and clients
  • Ability to flourish in a high growth, fast-paced, ever-evolving tech environment
  • High level of enthusiasm, initiative, commitment, and professionalism
  • Self-starter with solid organizational and planning skills
  • Open-minded and willing to learn
  • Experience building out documentation or workflows
  • Accounting & Audit knowledge is a plus
  • SaaS or Technology Experience
  • Bachelor's degree or commensurate combination of education and experience