About the job
Board Intelligence is a rapidly growing Software as a Service (SaaS) business, pioneering a service that drives board effectiveness for decision-makers and directors. With almost 40,000 users engaged on our platform, we work with all sectors from FTSE 100s and privately-owned companies to public sector, charities and government departments. We are 120 people today and growing fast. As we grow, we’re fiercely protective of our friendly, high performing, and increasingly diverse culture. As we continue to grow, protecting our exceptional concierge-level service to clients is critical, and we need someone to help us continue to provide that support.
The Role
As a Product Specialist for Board Intelligence, you will be the first point of contact for our clients to diagnose and resolve any queries. Your goal will be to provide best-in-class, concierge-style support to some of the most experienced and respected business leaders in Britain. You will provide a memorable experience for our clients - educating them on how to get the most from our platform - while working with other departments to deliver training and contribute to product development.
Responsibilities include:
- Diagnosing and resolving client queries by asking intelligent, pertinent questions to build context around potentially more complex issues, escalating as necessary
- Optimising every touch point with users to build relationships with a view to inviting users to events, generating referrals and maximising product adoption
- Using your judgement to assess whether issues might be the result of a software-based bug or reveal the need for more advanced training and guidance
- Creating and delivering training resources, occasionally attending client meetings in collaboration with our Account Management and Customer Success teams
- Maintaining accurate records of all client interactions
- Maintaining up-to-date knowledge of product developments, troubleshooting tolls and business priorities
- Supporting internal teams on user data requests and analysis, to analyse product adoption, spot trends and propose interactions to improve quality, efficiency and the client experience
- Providing a feedback loop to the product and customer teams, representing our customers’ voice
- Contributing ideas for the improvement of the team and internal processes
- Maintaining a consistent and positive approach, setting an example throughout the company of commitment, customer service, creative thinking and collaborative working.
Due to the need for 24/7 coverage, you will enter a rota for out of hours coverage with shifts covering some weekends and evenings. Call volumes are much lower out of hours.
Requirements
The Candidate
While it’s advantageous to have experience of first-line software support, we’re more interested in someone who is passionate about consistently delivering an outstanding customer experience and has a genuine interest in learning more about technology. Key requirements include:
- Commitment to delivering the best quality of service to clients, with a track record of excellent service from a relevant business or industry
- Confidence to ask questions to ascertain exactly what someone wants to know before providing an answer, or knowing when to escalate
- Commercially minded, with an entrepreneurial drive and ‘can do’ attitude
- Naturally inquisitive and interested in both customer service and technology
- Excellent spoken and written communication skills, with the ability to explain concepts and ideas efficiently and engagingly
- Exceptional attention to detail and standards
- Enthusiasm, drive, agile approach - great team player whilst also being able to work independently.
Benefits
- Competitive salary amp; pension scheme
- Personal performance bonus
- Company performance bonus share
- 26 days holiday each calendar year
- Bupa health amp; dental cover (including Babylon Virtual GP)
- Group life insurance (4x annual salary)
- Employee Assistance Program and Bereavement Counselling amp; Probate Helpline
- AIG Smart Health (virtual GP app)
- Season Ticket Travel Card Loan and Cycle to Work Scheme
- Eye test vouchers and Flu Jabs
- Gym membership discounts
- Regular company socials
- We have a hybrid working model, based partially in our Central London office and partially working from home.