Customer Support Agent (Ely, U.K.)
Accredible is looking for a Customer Support Agent to continue to grow our world class customer support team.
In the past four years, we’ve built the best credentialing product in the world. Universities, associations, tech companies and others can create, deliver and manage tens of thousands of digital certificates and open badges with just a few clicks.
Note: This is not a remote role.
You’ll be the face and voice of Accredible, working intimately with both our customers and credential recipients. You’ll develop deep relationships that give you inside knowledge of our client’s credential processes. This will make you the essential component for communicating to product and sales what they should be focusing on.
You will be working on a busy support desk answering tickets by phone, email and live chat. You’ll provide world class customer support and turn detractors into promoters. In addition, you’ll help to improve our support processes through automation by creating templates and curating articles for our help desk. Your input will help shape the way Accredible does customer support and you’ll have plenty of room for professional growth and development.
You won’t be doing this alone! You’ll be joining Accredible’s best performing department and will be a founding member of an exceptional team; working under our Customer Success Manager.
We are looking for you to demonstrate to us that you have these skills:
Customer support experience. You’ll have a year's experience working within a SaaS support team. You understand how to provide a high standard of customer support and the processes of customer support.
This is the kind of response we are looking to elicit “Excellent service, I was able to solve my problem in no time. continue this differentiated service. Congratulations on the service”
Empathy and patience. You’ll respond to customers with compassion and understanding of their requests.
Independent and self-motivated. Being semi-remote, you will need to hold yourself accountable for tasks and ongoing responsibilities with little supervision.
Communication. You can communicate and work well with the internal organization (team) and external organization (customers).
Learns quickly. You’ll demonstrate the ability to quickly absorb and make use of new information.
Problem solving and critical thinking. You are to independently solve difficult technical problems & provide solutions or work arounds.
Resilient and adaptable. You can take critical feedback and handle difficult customer situations well. You are able to adapt and turn a negative situation into a positive one.
Excellent interpersonal and communication skills, especially written. You must have exemplary written and spoken English language skills.
Nice to have:
What We Offer
Compensation and Benefits
We welcome people of any gender identity or expression, race, skin color, ethnicity, age, size, nationality, sexual orientation, ability level, neurotype, religion, elder status, family structure, culture, subculture, political views, education level, identity, and self-identification. We welcome teachers, learners, activists, artists, dreamers, doers, ordinary people, extraordinary people, and everyone in between. We stand for equal opportunity, and we ensure equal pay.
Accredible is the new digital credential standard for the online learning age.
We are the certification provider behind companies like Rosetta Stone, Google, Udacity, Kaplan University, Hootsuite, McGraw Hill, The International Association of Privacy Professionals and many others.
Our vision is to host the world’s credentials and in the process become the world’s first truly verifiable repository of human capital.
An example Accredible certificate can be found here: credential.net/10000005