Software Customer Support Executive (US Hours)

at  Elucidat

COMPANY OVERVIEW

Our Vision: To enable impactful elearning experiences at scale for the world’s leading companies.
Our Mission: We help people to create impactful elearning by unlocking expertise from any employee.
Our company values are Learn, Care, Share which we apply to all aspects of our work, from our flexible working opportunities, to our friendly, supportive culture. We put people first. We know that life is about more than work, so we give you space and support to thrive professionally and personally. Our success is fuelled by the positive attitudes and exceptional talent of our team.
We offer flexible working and a healthy work-life balance creating opportunities to help you juggle other commitments, work from home, and childcare. We are dedicated to maintaining a culture where everyone is respected and has a voice in the day to day running of the company. We like to celebrate our team’s contributions to making Elucidat a great place to work.
We are officially one of the UK’s Best Workplaces for 2024 according to Great Place to Work being named as a Best Place to Work for Development, Wellbeing, and Women so far this year.
Elucidat is an elearning authoring platform used by the world’s leading companies to deliver impactful learning on a global scale. Elucidat enables teams to scale production without increasing costs or reducing impact. With Elucidat, teams can harness internal expertise, control quality, and ensure employees receive relevant learning that achieves real impact. We work with some of the world’s most successful organisations, including Oxfam, Tesco and Pret.

• First Line software support for our customers - working US hours (12:30pm to 9:00pm GMT) and providing in-app chat, email-based support and screen shares with our customers. This can be anything from straight-forward how-to requests through to complex problem solving. All support queries are treated with the same dedicated and passionate approach to delivering the best possible experience for our customers.
• Second Line technical investigation - spending time investigating more complex issues by gathering required information, considering all variables, replicating the problem in a reliable manner, working with our engineering team to find a solution, and following this through to release, via our product development process.
• Problem solving - finding alternative solutions for users to reach their goals.
• Ensuring contractual SLAs and internal targets are met.
• Support documentation - updating our online Help Center as the product evolves and new features are released as well as in response to customer queries and other initiatives.
• Issue logging - logging bugs and feature requests in a defined, clear manner such that they can be handed over to other teams quickly and easily
• Maintenance - working with the Head of Support and Product Team to prioritise and manage maintenance tickets
• Cross-team engagement - working with Sales, Customer Success, Product and Infrastructure teams on internal projects to help the company meet its strategic goals.
• Risk identification - using a variety of tools and reports to identify customers that may be at risk of cancelling, for example, due to low utilisation of the product. Flagging this to the Customer Success Team and supporting proactive campaigns to engage with our customer base.
• Opportunity identification - having the commercial awareness, and knowledge of our services and strategic direction, to identify opportunities for upsell within existing customers.
• Testing - reliably and efficiently testing new bug fixes and features against the known spec or original reported problem, to validate fixes before communicating back to the customer.
• Be inspired, and inspiring - all our team are brilliant at what they do. They inspire each other every day, and the chosen candidate for this role will be expected to perform at that standard - showing others new ways of doing things, and being open minded to learning from others at the same time.