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Customer Success / Service Desk Agent (London/Alicante)

Are you a Microsoft Office 365 power user with great Teams and SharePoint skills?  And do you also thrive on solving problems and building amazing customer relationships?  

If the answer to either of these questions is “No”, then ClearPeople’s Customer Success/ Service Desk Agent is not for you. But if you can honestly say “Yes” to both, then read on! 

 

About Atlas: 

ClearPeople’s Atlas product helps companies thrive in the new world of remote work by engaging their employees and enabling communication, collaboration and knowledge sharing across silos – whether the silos are organisational, geographic, or technological. Atlas is an enterprise-class tool that works on top of Microsoft 365 to democratise knowledge and give a company’s employees what they need where they need it when they need it to succeed.  

 

About the Customer Success Team: 

Our clients’ success is fundamental to ClearPeople’s success, so we created a Customer Success Team to ensure that our customers understand, internalise and experience the value of our products and services throughout their journey with ClearPeople – that they see the ROI. 

 

Customer Success Agent (CSA) Role 

We are looking for bright, inquisitive, and organised people with expert or near-expert  Microsoft 365 skills and a knack for breaking down complex issues into bites that a 5-year-old could understand to join our growing Customer Success team.  

Communication skills and a positive, calm demeanor are critical – you will be clients’ first point of contact for diagnosing problems, devising solutions, and guiding and coaching clients through the resolutions.  

The role is a mixture of: 

  • Reacting to client issues when responding to service desk tickets 
  • Proactively identifying repeat questions and then developing the resources to preempt those questions in the future (e.g. writing FAQs, recording user training videos, writing knowledge articles) 

As part of a growing team and a dynamic company, you will also contribute to creating new and improved processes and may support our Sales team as they scope prospective customer needs. 

 

Required Skills/Experience

  • “Power user”-level proficiency with Microsoft 365 tools, especially Teams, SharePoint, OneDrive and Outlook 
  • Minimum 2 years prior experience working on a service desk or learning & development company, preferably for a software or other technology company 
  • Excellent written and spoken communication skills in English; ability to communicate effectively with clients and colleagues at all levels and from all backgrounds and cultures  
  • Trained in client experience techniques such as negotiation skills, issue resolution and how to deal with challenging clients
  • Highly organised with well-developed problem solving and troubleshooting skills 
  • Demonstrate ability to work both collaboratively and independently  
  • Strong attention to detail 
  • Positive attitude and approach to problem-solving; genuine team player 
  • Ability to master every feature of Atlas and train others on those features 

Preferred Skills/Experience 

  • Previous experience with Zendesk  
  • Experience developing and/or delivering training, especially related to software or technology 

 

What you'll love

  • We take enormous pride in being as inclusive as possible and promoting our ‘One Family’ ethos to everyone who joins our team. 
  • We offer a competitive compensation and benefits package, including a new Share Options Scheme. 
  • We are a fully virtual company, so we are not limited by geography when looking for candidates.
  • We offer flexibility in work schedules (depending on the needs of the role); the CSA role does require some flexibility to ensure coverage for UK, European and US clients.
  • We are Microsoft Gold partner and one of the leading Microsoft 365 and Teams solution providers in the UK; you will be working with the latest cutting-edge technology. 

If interested, please submit your CV and required cover letter briefly summarising your relevant experience, interest in the role, and salary requirements. 

Apply Now