Product Support Associate - Remote
SocialTalent, Ireland
Job Description
SocialTalent is the world’s leading e-learning platform dedicated to hiring and talent management excellence. Our goal is simple: we want to help teams to hire, onboard, engage, develop, and retain the best talent. We partner with thought-leaders and industry experts to provide online training solutions for Recruiting, Interviewing, Onboarding, Leadership, DEI, and Internal Mobility. SocialTalent is trusted by global companies such as Disney, Siemens, Cisco, Booking.com, Zalando, Nokia, and Citrix.
Our internal values of Ambition, Bravery, Collaboration and Dignity inform everything we do. We pride ourselves on driving innovation, being open and transparent, focusing on the well-being of our staff and giving a voice to each employee
The role:
If you have experience working in a support role for a technical organisation and are looking to join an exciting EdTech software company, keep reading.
As a Product Support Associate you will lend a helping hand to customers that are both internal and external. You will make sure they can get the most out of the SocialTalent eLearning platform. You will team up with people from technical and business teams to ensure this objective is met.
On any given day, you will:
- Respond to emails from external customers and help them troubleshoot issues such as problems they may have viewing their eLearning videos, responding to quiz questions, running reports, and much more.
- Help members of our Sales Team setup customers and launch pilot versions of their training programmes
- Support our Customer Success Team as they assist customers in optimising their learning experience
- Create and update knowledge base articles regarding new features released on the platform
- Create tasks for the Development Team that will fix issues that need to be resolved
- Test new features and changes before they are rolled out live to our customers
- Recommend process changes and improvements to the way things are done to ensure that one-and-all are getting the most from our eLearning platform experience
Who are we?
Our software platform delivers learning (mostly videos) related to best practices around topics such as: Employer Branding, Job Advertising, Sourcing Talent, Job Interviewing, Talent Development and many more. Check out our customer stories.
We’re putting a dent in the world by paving the way for people to work smarter and live happier. We really are!!
And you?
As a Product Support Associate, you will have experience working with technology and are passionate about ensuring that users get the best experience from using it. You understand how to grasp the big picture around issues that customers are facing. You have a knack for decomposing issues and understanding which parts are most critical. You know how to seek out workarounds that can provide quick relief to problems, but also understand the need to tease out the root cause of issues so that long term solutions can be put in place.
Requirements
- Have experience working in a customer support role that is of a technical nature
- Are a fluent English speaker, and can clearly and concisely communicate with customers over email. Almost all of our support is conducted over email
- Can quickly grasp and coordinate tasks that need to be done and are comfortable working without too much instruction
- Like to work with software and technology
- Have a passion for supporting people and helping them get past issues
- Are comfortable being collaborative, while appreciate working independently
- Love to think deeply and experiment as you seek to find the root cause of issues
- Like the idea of working in a fast paced environment where things change a lot, and speedy response times are important
- Know how to keep track of your work and juggle priorities
Things that will give you the edge
- Experience working within an E-Learning or SaaS B2B organisation
- Confidence in creating "how to" screen recordings
- Experience writing help documentation
Benefits
We're passionate about what we do at SocialTalent. We might all occupy different roles on the team, but we're united by one core belief that great people deserve to work for great organisations. If you're passionate about enabling people, whether through developing cutting-edge technology, working with world-leading experts to create incredible content, creating compelling marketing campaigns or by providing first-class customer service we'd love to hear from you
We are a virtual first/ distributed company. That means that you can work from anywhere within the Republic of Ireland.