Customer Support Analyst, Sparkol

Function: Analyst

Role categories: Technical

  • Rate/Salary: Competitive depending on experience
  • Location: Bristol
  • Type: permanent
  • Starting date: ASAP
  • Expires: 31/08/2019

Job description

At Sparkol, we create easy to use video software which our customers love. We are looking for a talented Customer Support Analyst to work with our support team to generate useful and engaging help content for our VideoScribe customers, including tutorial videos, help articles and project templates. As a member of the support team, you will also be helping with incoming customer inquiries.

This is an exciting role that requires a unique skill set. As a voice of Sparkol, you will act both as an advocate for our products and a champion for our users, by communicating with them via email, phone, and other channels.

ABOUT SPARKOL

Our mission is to give everyone the tools to create captivating content quickly and easily, no matter their technical ability, design skills or budget. Our main software, VideoScribe, is used in over 160+ countries. It enables thousands of businesses, marketers, illustrators, bloggers, salespeople, video professionals and teachers to tell better stories with whiteboard style animations and videos.

Our diverse, and supportive culture means our team are curious, inventive and work to become a little better every single day. We pride ourselves on our 45% female, 55% male team makeup. This is a fantastic opportunity to join a fun and vibrant company in the heart of Bristol, UK, that while small has a global reach. Get in touch, if this sounds like a good fit for you.

Person specification

RESPONSIBILITIES

  • Create and review help articles to ensure they are clear and use the appropriate tone of voice
  • Design and create new help videos and tutorials aimed at new and experienced users
  • Create example VideoScribe projects and templates to enable users to create new projects more easily
  • Provide training online and onsite with customers
  • Provide thoughtful, personalised communication to Sparkol customers in relation to both the usage and purchasing of products and services via phone, chat and email
  • Effectively resolve customer inquiries in a considerate and timely manner in line with our tone of voice
  • Manage the importing and tagging of new content in our image library
  • Respond to data and user feedback to define new tags, including local terminology and spellings
  • Time management is key, you need to be able to prioritise your workload to ensure the standard of service is maintained across the customer support function
  • Work with the Support Manager to ensure the department is consistently improving the customer experience and maximise self-service and frictionless customer interactions

REQUIREMENTS

  • Excellent English language skills
  • Excellent communication skills
  • Experienced in the use of a range of image, audio and video creation software packages - ideally at a professional level but at least at a recreational level
  • Professional experience in a customer focused environment
  • An excellent communicator, both verbal and written
  • A self-starter, diligent with a keen eye for detail
  • Able to work well under pressure and prioritise effectively
  • A basic understanding and experience using Windows, MacOS, iOS and Android
  • Educated to degree level or relevant field experience

NICE TO HAVES

  • Spanish language skills

Benefits

We believe in a work-life balance. We know broken boilers and sick families are all part of life which sometimes coincide with work. If you work hard when you’re here you get respect and flexibility in return but we get a lot more on offer:

  • Private healthcare insurance
  • Health cash plan
  • Life cover - 2x salary
  • Income protection - 50% salary
  • Pension scheme
  • Free lunch Wednesdays and plenty of fruit
  • Free yoga and running club with pro-running coach
  • Learning & training support
  • Bike to work scheme
  • Season rail ticket loan
  • Payroll charitable giving
  • Charity/fundraising sponsorship
  • Bottomless tea and coffee