Customer Success Agent

Location: Hybrid

Company Overview:

Metadeck is a software development agency, renowned for its tailored digital solutions. Leveraging state-of-the-art technologies and a talented team, we help our clients achieve unparalleled digital success and business expansion. Our SaaS products, including the flagship platform Proof Positive, require exceptional customer support to ensure user satisfaction and retention.

About the Role:

We’re looking for a dedicated Customer Success Agent to join the Metadeck family. This role is crucial as you will be the frontline ambassador ensuring our clients and users have a seamless experience with our digital products. The primary focus will be on supporting Proof Positive, our competency-based learning and assessment platform, while also managing support requests from other Metadeck clients.

Role and Responsibilities:

In this dynamic role, you will be the cornerstone of our customer support efforts, ensuring that users of our flagship platform, Proof Positive, have a seamless and delightful experience. Here’s what you can expect to do day-to-day:

  • Provide exceptional support to users of Proof Positive, addressing queries and issues related to our learning platform.

  • Utilise help desk software efficiently to manage, track, and resolve customer tickets.

  • Collaborate closely with the technical and product teams to communicate user feedback and drive product improvements.

  • Maintain, update, and expand the company’s knowledge bases and help centre articles, drafting new content and revising existing articles based on product updates.

  • Stay updated with the features and functionalities of Proof Positive to offer accurate guidance to users.

  • Onboard, train, and conduct quarterly reviews with clients using Proof Positive.

  • Monitor and report customer requests, ensuring timely and accurate resolution.

  • Add learning programme criteria to the Proof Positive platform with precision.

  • Investigate and resolve customer complaints efficiently.

Essential Skills:

To thrive in this role, we’re looking for someone with a strong foundation in customer support and a knack for resolving issues efficiently. The essential skills required for this position include:

  • At least 2 years of experience in customer support, preferably in the SaaS domain.

  • Proficiency in using help desk software.

  • Strong communication and interpersonal skills with the ability to talk to customers on their level.

  • Ability to diagnose and resolve issues promptly, ensuring customer satisfaction.

  • An understanding of SaaS products and their common challenges.

  • Ability to multitask and manage multiple tickets efficiently.

  • A customer-centric mindset, with a genuine desire to assist and delight users.

Desirable Skills:

While not mandatory, the following skills will set you apart and enhance your ability to succeed in this role. These desirable skills include:

  • Experience using Zendesk.

  • Experience working with an e-learning platform.

  • Understanding of apprenticeships and academic learning programmes.

  • Familiarity with Learning Management Systems (LMS).

  • Experience with customer onboarding and training.

  • Familiarity with data analytics tools to interpret customer usage patterns.

  • Proficiency in managing and creating content for knowledge bases or help centres.

  • Experience with customer success metrics and reporting.

Benefits:

We believe in rewarding our team members with more than just a paycheck. At Metadeck, you will enjoy a range of benefits designed to support your personal and professional growth, including:

  • Flexibility of a hybrid work model.

  • Opportunity to be part of a company at the forefront of digital innovation.

  • A collaborative and friendly work environment that values individual contributions.

  • Competitive compensation package.

  • Continuous learning and development opportunities.

  • A supportive team that prioritises your growth and well-being.

  • 3pm finish on Fridays.

  • Standard 25 days holiday plus all bank holidays.

Why Metadeck?

At Metadeck, we prioritise creating a friendly and inclusive environment where everyone can thrive. We believe in maintaining a healthy work-life balance. If you’re excited about this role and passionate about assisting users, solving problems, and being the voice of a pioneering tech company—even if your experience doesn’t perfectly match every requirement—you might be the perfect fit for us. We’d love to hear from you!

Please Note:

Given the hybrid format of this role, we are currently accepting applications exclusively from Northern Ireland. We would like to encourage individual applicants to apply. Recruitment agencies, please abstain from reaching out.

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