Support Analyst

Job Description

About Signal - Who are we?

We're on a mission to change the way businesses make decisions with our cutting-edge AI technology. To achieve that, we’re looking for passionate people to join our open and unconventional workplace. Our inclusive environment welcomes skills and experiences from diverse backgrounds and defines who we are.

About the role - Who are you?

Our Customer Support Team is the key link between our clients and Signal. We are looking for a self-starter who can deeply understand what matters most to our customers and use these insights to support & optimise their experience. This position is responsible for supporting our clients on a consultative and technical basis to optimise product configuration in order to increase product value and ensure clients get the most out of the Signal platform.

The role has great growth potential, and you will be given the opportunity to explore different facets of the business, including Sales, Customer Success, Product and Data-Science. At the same time, you’ll be given a full introduction to the world of start-ups, giving you an amazing insight into the Digital, Technological and Professional Services industries.

The day to day Responsibilities - What you will be doing?

The Product Analyst is responsible for ensuring our customers succeed in reaching their goals. This involves supporting our clients throughout their entire lifecycle with Signal.

Responsibilities include:

• Product Support: Responding to client inbound requests in a timely and concise manner as so to eliminate the likelihood of repeat issues:
  • Offering technical support via a variety of inbound channels, which may include
    • Assisting with login queries
    • Email delivery investigations
    • News article, publication and content analysis
    • Investigating platform issues and potential bugs
    • Analysing data sets
• Product Research: Work with customers to understand new subject areas and then use this to surface key insights within our product
• Experiment: Continually review how customers are using the product and conduct experiments to evaluate the impact of new product features on current clients
• Solve Problems: Tackle problems in creative and logical ways and consistently brainstorm alternative solutions
• Collaborate Cross-functionally: Partner and collaborate with teams across the organization to remove roadblocks and unlock new opportunities
• Be open-minded and flexible to the requirements of prospects, clients and the wider internal team

Requirements

Who are we looking for?

• Exposure or interest in providing best in class Customer or Technical Support
• Excellent organisational skills and the ability to multitask in a fast-paced and ever-changing environment
• Problem-solving skills and the ability to adapt to help with unhappy customers and provide timely resolutions
• Impressive interpersonal, verbal communication and presentation skills
• A calm and cool head under pressure and high attention to detail is essential for success in this role
• The ability to take complex ideas and explain them clearly, concisely and effectively
• Ability to use technical tools; G-Suite, Salesforce, Kibana, Jira, Intercom (or use of similar technical support tools and programmes) would be a bonus!

Don’t meet every single requirement listed? Academic research has shown that women or people of other underrepresented groups tend not to apply for jobs unless they meet every single qualification. At Signal AI, we know that diverse teams perform better so if your experience doesn’t fit perfectly but you’re excited about this role, we’d love for you to apply anyway.

We’re committed to building and fostering an inclusive environment where Signallers feel welcomed, valued and listened to - an environment where they thrive being their true selves.

Benefits

• Unlimited holiday entitlement;
• Hybrid Working Environment - we have a hybrid remote policy with 2-3 days remote per week, plus Summer & Winter fully remote blocks wherever works for you, including abroad;
• Share options;
• Enhanced Maternity, Paternity and Dependents Leave policies;
• Health Cash Plan/ Pension plan / Income Protection / Life Insurance / Access to free therapists via Spill.