Junior Product Support Specialist, Bookwhen

• Do you love helping people turn their passions into businesses?
• 1+ years of customer support experience
• Love tech and problem-solving
• You can work independently but also enjoy collaboration
• High emotional intelligence and consider yourself to be emotionally resilient
• Welcome feedback and understand how it benefits your own and others' development
• Excellent written and verbal communication skills
• Understand what makes a great user experience

Desirable

• Full time - Mon to Fri (9am - 5:30pm GMT)
• Starting ASAP
• Join our growing team as a Junior Product Support Specialist and deliver excellent customer service
• We’re looking for someone who is technically minded, empathetic, and comfortable owning all aspects of Bookwhen customer support interactions, including live chat, email, phone/video calls and social media contact
• As the face of Bookwhen, you will maintain our excellent service reputation and help our customers get the most from the product
• Offering first-line product support by answering customers’ questions, and investigating issues they’re experiencing
• Deliver clear, supportive and outstanding support
• Speaking with potential new customers who are browsing the site and answering product questions they may have
• Triaging bugs, passing development requirements on to the product team, and communicating with developers on new releases and investigations
• Each week, you will spend 4 days mainly focused on live chat and one day off live support to focus on any follow-ups, training and other projects
• You’ll have regular check-ins with your line manager and be encouraged to collaborate on projects with the wider team

• Stage 1 - Phone call - CV Walkthrough with CX Manager or Head of CX
• Stage 2 - Video call - Interview with both CX Manager or Head of CX. (If successful at this stage, you'll need to complete a couple of assessments)
• Stage 3 - Meet Founder and the CX team