Customer Success Representative needed

[Just After Midnight]

Just After Midnight are one of the most well respected 24/7 application support teams in the industry. We are the go-to support partner for protecting digital revenue and reputation, through cloud hosting services and DevOps design and implementation.

We are looking for a Customer Success Representative to join our team. Customers are at the heart of everything we do and you will be their initial point of contact, the face of Just After Midnight. As a customer success representative you will be responsible for delivering a great experience for our customers, whether managing the resolution of an incident or on-boarding one of our new clients. You will be the first responder for clients, to ensure that an SLA is never missed. Your role will involve using our monitoring tools to track the health of sites, addressing issues by working closely with our Support Engineers, and communicating directly with our clients in case of requests or escalations.

Key responsibilities include:

Delivering great customer experiences

Monitoring our clients sites and applications using software

Reacting to alerts, informing our team as well as the client

Answering emails and phone queries via our ticketing system

Ensuring all requests and questions are dealt with during an agreed timeframe, working towards an SLA

During incidents, you will be responsible for all communications between our team and the clients, as well as any third parties involved, facilitating issue resolution

On-boarding of new clients

Assist with deliverables for ongoing project initiatives

Compile and deliver monthly reports on time

Assist with general office requirements

About you

We want you as you are ? inquisitive, proactive and eager to do your part for a team that will always have your back, with the drive and focus to work independently as needed. The ability to perform and communicate calmly under pressure is key, as you will often be the first point of contact for our clients.

Training will be provided in the role, however, experience in technology, software or digital agency background would be desirable. Other than that, all we ask is a can-do attitude and a willingness to learn. We?d love you to join us if you are:

Friendly, helpful, and can keep calm when things get a bit hectic

A brilliant communicator (not scared to pick up the phone)

Highly organised and able to manage and follow processes

Able to confidently manage customer concerns and expectations

Interest in working with the latest digital technology

A master multi-tasker ? you can juggle different issues at once if needed

Able to work independently on individual initiatives and/or team projects

Able to quickly pick up new information. We?re constantly evolving as a company and gaining new clients with different needs.

This is a full time role with a split of 4 days a week in the office (9.00am ? 5.30pm) and 1 weekend shift. This can be discussed further.

If you think you are suitable for this position please apply via the website here: https://www.justaftermidnight247.com/customer-success-representative-london/

Any questions drop us a PM