Client Support Agent, Sova
Customer Support
£25-26k
Talent assessment platform
Job no longer available
Talent assessment platform
21-100 employees
Job no longer available
£25-26k
21-100 employees
Company mission
To break the status quo & disrupt the world of assessment.
Role
Who you are
- 1 years’ prior experience in a technical support or professional services role supporting complex SaaS solution(s) for Enterprise B2B customers
- A creative problem solver who is passionate about ensuring customers are successful, who can point to more than a handful of customers who sing your praises when talking about the intelligent, collaborative, and effective way you worked with them through challenging situation
- The expert in a number of product areas on your current team and the go-to person when things get challenging
- A relentless prioritiser and multi-tasker with demonstrated ability to manage multiple key customer issues concurrently. Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
- Strong attention to detail and time management
- A confident communicator with outstanding written and verbal skills, strong customer service and conflict resolution skills
- Able to clearly explain complex information and technical terms in a simplified manner
- Patient, helpful, friendly, and pleasant demeanour/personality. Able to teach and share knowledge effectively
What the job involves
- Meeting your OKR’s around our contractual client SLA’s
- Provides application support relating to software functionality, incident resolution and systems configuration, including case escalations, phone and email related to Sova’ proprietary software
- Recognises both basic and advanced problems, conducts research, provides resolution and follow up with customers as needed, escalating more complex cases to the appropriate team
- Logs and tracks calls using Zendesk, maintains incident history and related problem documentation
- Consults with Developers and Sova’s Product Team as necessary to explain software errors or to recommend changes to the platform
- Provide expert customer support, including professional, courteous and timely communication at all levels of interaction
- Highly customer facing, you will be a pivotal member to calls and communications with clients who need to have platform technical issues resolved – highly communicative and great interpersonal skills are crucial to the role
- Work cross-functionally with Customer Support and Professional Services teams on troubleshooting, and partner with Product and Engineering to escalate and resolve complex issues or bugs
Our take
In recent years, there have been dramatic overhauls in the world of work, especially in areas like recruitment and teambuilding. The struggle to recruit and retain the right talent has grown, and the nature of work itself has been modified with the pivot to hybrid teams and the rising prominence of new skillset's. Sova is a recruitment tech platform looking to offer HR teams some support.
The platform develops mobile-friendly psychometric assessments to help hiring happen faster, with greater accuracy, and with less bias. It supports situational judgement and cognitive tests, alongside video interviews and digital assessment centres, and wraps all this up in a unified data layer that boosts visibility and integration with existing HR tools.
Startups like TestGorilla, eSkill, and The Predictive Index all offer similar capabilities, and are also benefiting from the upswing in HR department funding. Sova, however, boasts a broad and impressive client roster that includes Santander, Pfizer, and Vodafone. This will give the company a strong springboard as it develops into the world’s largest HR tech market: North America.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (2 rounds)
Feb 2022
$8.8m
SERIES A
Nov 2020
$4m
GROWTH EQUITY VC
Total funding: $12.8m
Company benefits
- 25 days annual leave, plus bank holidays
- Workplace pension after 3 month probation (3%+5% contributions)
- Private medical cover after probation
- Employee assistance programme
- L&D programme
- Remote First (UK)
Company HQ
Marylebone, London, UK
Leadership
Darren Jaffrey
(CEO)Previously CCO at Sova, a General Manager at HireVue, CEO of Onalytica, General Manager at Clarabridge and Senior Vice President at Taleo.
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