Customer Support Specialist

Location: To be based in/around Washington DC. Hybrid Working
Level: Associate level
Contract: Full time / Permanent
Reporting to: Client Technical Support Lead

Who are Passle?

Passle is a rapidly growing enterprise SaaS company, offering a comprehensive Thought Leadership platform to Professional Services firms. Our platform places talent at the heart of the sales and marketing processes, enabling them to easily produce content and build relationships which drives business growth. We enable knowledge-rich professionals to create insights and establish themselves as the ‘go-to’ leaders in their field. Our clients include some of the world’s largest law and professional services firms including A&O Shearman, Reed Smith, Deloitte, Linklaters, AlixPartners and Ankura.

About the role

Passle was established in the United Kingdom and expanded into the US in 2021. Since then, we have successfully planted roots within the US markets, built a continually expanding portfolio of clients and grown a fantastic team of individuals who are based in/around Washington D.C. We are looking to hire someone to come join this team, who will be the go-to person for customer service & technical expertise in the team, and help look after our US client portfolio as it continues to rapidly grow. This role plays a pivotal part in our business, by acting as the bridge between our development team and our clients, helping to troubleshoot issues and provide technical guidance, whilst maintaining a steady stream of communication to our internal teams, to ensure we are constantly improving and bettering our platform for our customers. To achieve this, this role requires a natural trouble-shooter, with a passion for listening, an eye for patterns and details and a desire to learn and share discoveries. Ultimately, this individual will be supporting clients at various stages of their customer journey, to ensure they get the most from our complex platform of tools, utilised in both desktop and mobile environments. This is a critical role for Passle and will be pivotal in ensuring the continued success across all our high performing teams. The role is perfect for someone who is ready to roll up their sleeves, deep dive into the details and can comfortably juggle multiple tasks at once.

This role is a central support role, working closely with our development teams to respond to support questions from our client and commercial teams; create timely support materials (via Zendesk and Pendo) to support sprint cycles and the rollout of new product functionality; collaborate across teams to reproduce problems and create specs for fixing issues; and adding to and managing our documentation and training materials. Here are some additional examples about what this individual will be responsible for:

  • Go to person to for technical support in the US
  • Work closely in supporting the US Client Success Team, to manage accounts and deliver exceptional levels of service
  • Work closely with internal teams (especially the Product Design, Development and Testing teams), to ensure clients have the support they need to maximise their return on their investment in Passle tools
  • Manage and resolve technical support issues, directly with clients via Zendesk, email, phone or zoom
  • Escalate issues to the Development Team (where appropriate), via JIRA
  • Create and maintain external and internal knowledge base articles (written instructions and supporting images and videos), to help clients to complete their user goals effectively
  • Issue replication, triage, troubleshooting and testing
  • Ad hoc IT software, hardware and peripheral support where required.

What type of individual would suit this role?

  • Strong level of comfort with Technology
  • Technical skills and aptitude to troubleshoot and solve problems
  • Has an understanding of APIs & webhooks & onboarding integrations
  • Confidence in communicating first line support with clients, both over the phone & remote desktop support
  • Demonstrable experience of working with Zendesk (or other Technical Support or Customer Service software)
  • Experience of working with Pendo (or other user product support software)
  • Some programming/database experience
  • Experience configuring Windows and Mac machines plus routers/firewalls
  • Good written skills, with experience of content creation and content management in a support setting. Ability to write concise, friendly instructions to support the use of our product
  • Attention to detail, and ability to manage your own time and prioritise according to business/client needs
  • Determination and a passion for going the extra mile to please clients
  • A problem solver and divergent/creative thinker
  • Thrives in a fast paced and ever-changing environment
  • Ability to work autonomously, take ownership and identify solutions and workarounds
  • Ambition & eagerness to learn and become an subject matter expert in everything specific to our platform

Required Skills/Qualifications

  • 2+ years experience at SaaS technology company
  • Bachelor’s degree in Computer Science, Information Technology, Business, or a related field.
  • Technical Support/ Customer onboarding experience
  • Technical Proficiency: Strong technical skills, thorough understanding of APIs and how to troubleshoot integrations that utilise APIs with tools such as Postman
  • Experience with CRM systems, SaaS products & integration tools
  • Experience with Zendesk, JIRA, Slack
  • What’s in it for me and how will Passle help me to succeed?
  • You’ll receive an awesome induction to our company, with in-depth training to make sure you are well set up for success in the role
  • The opportunity to work with highly esteemed professional service firms, manage significant client challenges & be the go-to person to find technical solutions
  • You will deepen your experience with Zendesk, Pendo, JIRA, jQuery plugins and APIs and much more
  • You will join an awesome bunch of people, who love what they do and work extremely hard and have lots of fun along the way
  • You will uncover genuine career progression & development opportunities as our company continues to rapidly grow in the US

What about the compensation?

Along with the competitive base salary you would receive, you would also receive a quarterly bonus based off our company performance scheme, Company Share Options, Health, Dental & Vision Insurance, 401K, 25 days PTO (plus National Holidays), Access to Gympass, regular company socials (including trips abroad!).

To add to this, we take learning & development seriously here at Passle, which is why everyone gets access to a wide variety of learning resources & materials (including LinkedIn Learning licence), but also an individual annual training budget which can be spent towards your own professional development.

About Us

At Passle, we believe in embracing diversity in all its forms and fostering an inclusive environment for all people to do their best work with us. We are an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, neurodiversity status or disability status.

Diversity and inclusion are a priority for us, so we need to attract the best talent and create an environment that supports and includes them.

Interested in applying?

Send your CV and a short paragraph about why you think you’d be a great fit for the role to sarahm@passle.net.