Support Analyst

Hybrid position: working 3 days a week from our London office

Globally, 80% of workers don’t have a desk or an office. These workers are the backbone of the global economy, the people we interact with every day in stores, on buses, in our hospitals, delivering our parcels, and maintaining our buildings. The current generation of workplace technology doesn’t fit their needs, Blink enables those people to be productive, informed, and engaged while on the move.

We've built a fresh approach to an old problem. Our goal is to be the #1 choice for the mobile enterprise, to build the workplace "super-app" that brings together in one place the people and information that matter.

We're motivated, positive and social; we're all different, but these traits tie us together. We work closely as a team and genuinely value each other's opinions. Most of all, we try and learn as much as we can from one another, through knowledge sharing and healthy debate.

What will you be doing?

You’ll be working as part of our multidisciplinary Support team to take our customer-focused ethos to the next level, with a specific focus on technical queries and requests. We’re building a world-class Support function to ensure our customers and internal stakeholders are provided with the best quality of support.

Responsibilities Include:

• Delivering outstanding customer centric technical support that enhances customer perceptions of Blink and increases customer satisfaction
• Maintaining credibility and trust through prompt resolution of issues and exemplary stakeholder management. Managing customer expectations to ensure all cases are dealt with promptly, ensuring customer expectations are met and where possible exceeded.
• Rapidly answering customer support enquiries and managing support tickets, providing exceptional support for both end users and key stakeholders

• Quickly understanding customer issues, knowing the right questions to ask to successfully troubleshoot their problems, ensuring they're resolved as quickly as practically possible and well within any SLAs
• Delivering outstanding internal support, helping internal teams in resolving technical queries with the product and escalations and delivering scalable solutions to avoid re-occurrences
• Being internally recognised as a go to person for Blink product support
• Escalating requests to the appropriate team, when necessary, and

• Managing the escalation process and working with other parts of the organisation to ensure customer issues are resolved
• Proactively updating documentation, help articles and internal knowledge base in parallel to resolving customer queries
• Creating new ways for customers to self-resolve, for example training videos or in-app help

• Providing input to the product, feedback on the roadmap, identifying product changes that can reduce support requests or provide a better user experience. Contributing to bug and other enhancements’ prioritisation process
• Providing onsite support at customer launch events, ensuring smooth onboarding and addressing any issues in real-time
• Supporting platform configuration, customisation and set-up to meet the needs of customers during the implementation phase
• Conduct training sessions for customer’s Blink Admins and Champions during implementation, ensuring they are equipped to use the platform effectively
• Offering post-launch support to ensure the platform is fully operational and meets customer expectations, addressing any follow-up issues promptly

Requirements:

We're looking for someone who is ambitious and wants to develop in a fast-growing company. The successful candidate will be resourceful, inquisitive, a fast learner, with the ability to easily connect and empathise with a customer and their pain points. You’ll want to go beyond what you’re being asked to address the problem they should be solving. We’re also looking for:

• Experience in customer support or similar role, ideally within a software company dealing with end users and key stakeholders
• Ability to work independently while also thriving in a collaborative team environment, actively contributing to team efforts and supporting colleagues to ensure exceptional customer outcomes.

• Previous experience working directly with both technical and non-technical stakeholders to diagnose and solve issues
• Strong prioritisation skills, always keeping to or exceeding deadlines and quick to follow-up with customers
• An obsession with top class support – over communicating with a service mindset and a desire to give users the best experience possible, regardless of the situation.
• You will be someone who holds themselves to the highest possible standards; not happy to merely meet an SLA, you will move with urgency to resolve customer requests because that’s how you create exceptional customer experience and exceed expectations
• Have strong problem solving technical and analytical skills, you will be expected to work directly on problems yourself, identify workarounds and test potential solutions. 

• Excellent written and verbal communication skills, with proven ability to tailor the communications based on the audience, and comfortable writing and updating documentation, help articles and creating new material
• Ability to make decisions, work well under pressure and consistently exercise good judgment
• Experience in building self-service or standardised solutions to deliver scalable support in a global environment

• A self-starter, eager to learn and thrive in a high functioning team
• European Languages including French, German or Spanish would be beneficial

About us

We're a friendly bunch. Motivated, positive and social; we're all different, but these traits tie us together. We work closely as a team and genuinely value each other's opinions. Most of all, we try and learn as much as we can from one another, through knowledge sharing and healthy debate.

💰 What we offer

You will have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you’ll work for a company with a strong purpose, with an ambitious team embarking on a journey most start-ups can only dream of! Benefits include:

• Competitive salary – and equity in the company
• 25 days a year off (plus public holidays!)
• Learning & development focus, plus mentorship options. We’ll do everything we can to get you to the top of your game
• Private healthcare, Ride2Work, pension scheme

At Blink, we're committed to creating an inclusive and diverse culture where our people feel they truly belong. We value and respect individual differences, so all applications will receive fair and equal consideration without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability or age.