Customer Support and Community Executive – Extended Hours

We are seeking a talented individual to join a key role in our team. The role will sit across Customer Support, Cyclr Technical Documentation and Cyclr Community Management. 

The role would suit someone technically minded who is, perhaps, either a recent University graduate with a relevant degree or is someone developing out their software programming skills and looking for exposure to a fast moving development environment.

We are looking for an individual who will cover the UK hours of either 2pm to 10pm or 3pm to 11pm, Monday to Friday, to provide extended hours support coverage to our growing, international, client base.

With the right skills and application this role can, over time, be an entry level role into our development team.

 

You’re technical but you’re also a skilled communicator

You will need to interact with our clients, providing support on issues that arise, providing advice when needed and helping us to document best practise such that we develop our library of documentation that can be self-served by clients. You will also have responsibility for the Cyclr Community and will be expected to interact with customer questions, requests and forums. One to one client communication by Zoom/telephone will be an occasional feature of the role.

You’re a team player

We live in Slack and video chat to plan, organise, report, test, and generally ensure the smooth progress of projects. You should be able to collect, process, and summarise complex data into effective communication. Whilst team play is important, equally important is that you are an independent worker we work on a predominantly remote basis.

Progression

The role will initially focus on Customer Support, Documentation and Cyclr Community administration, however it could be a route into either a Connector Development or Platform Development role over time.

We’re a young business
It will be exciting, things will evolve quickly, and you will get experience working on diverse projects. 

You will need to understand Cyclr’s full capabilities and its significance in the wider market. Conversations with users, partners, and colleagues, could lead to radical changes to features. We value ideas above all else: we expect everyone to be on the pulse of the technology we are integrating.  

Responsibilities

  • Administration of the helpdesk from 2pm to 10pm or 3pm to 11pm, Monday to Friday

  • Providing technical support to existing and prospective clients on their use of the Cyclr tools

  • Maintaining, developing and updating support documentation

  • Talking to users and being able to organise and apply their feedback and requests for new connectors and methods

  • Monitoring and maintaining the Cyclr Community

Reporting

  • The role will primarily report into our Head of Customer Support but will also have a reporting line into our Marketing Manager who has responsibility for the Cyclr Community.

Required skills

  • Either a relevant computer science degree and/or accreditations or practical work experience in a technical environment

  • A team player who will be able to communicate well with our Platform and Connector development teams around both support issues and documentation

  • Good written and oral communication

  • Ability to prioritise

  • A willingness to invest time in understanding Cyclr and the API eco-system

  • Ability to work independently

Desirable skills

  • Prior experience of Zendesk or other support systems

  • Knowledge of RESTful APIs

  • Knowledge of data flows

  • Prior integration experience

  • JavaScript, JSON

Location

You will be linked to either our office in Brighton or Eastbourne. Working hours will be 2pm to 10pm or 3pm to 11pm, Monday-Friday. Our working practises are flexible, though you will be expected to attend occasional meetings in our Brighton and Eastbourne offices.


Similar searches: Brighton and Hove, Customer Service, Eastbourne, IT Support, Software Engineering