Our client base is growing and we’re looking for a Product Specialist to join our BI24 Team.
Board Intelligence’s platform is used by some of the most experienced, respected business leaders in Britain. These CEOs, Chairs, CFOs and other executives, are consistently exposed to best-of-the-best services, be it five-star hotels or first-class flying.
The support we offer when using our platform is no different, hence we pride ourselves on delivering a concierge-style support service that is always intelligent, explanative and swift.
As first point of contact - to diagnose and resolve swiftly any client queries with full understanding on the user’s part
Perform diagnosis by asking intelligent, pertinent questions that allow you to build context around potentially more complex issues
Using your judgement to assess whether any issues might be the result of a software-based bug or reveal the need for more advanced training and guidance
Where you cannot resolve an issue, escalate either to our Engineering or Customer Success team for resolution, explaining the context around the problem, the steps you took to diagnose and any notes relating to the Customer’s opinion or situation
Due to the need for 24/7 coverage, you will enter a Rota* for out of hours coverage with shifts covering weekends and evenings. Call volumes are much lower out of hours and you can work remotely.
Support the Customer Team by occasionally delivering client training and accompanying Account Managers to client visits Performing all levels of client tasks and troubleshooting
Maintaining up-to-date knowledge of product developments and changes.
While it’s advantageous to have experience of first-line software support, we’re more interested in someone who is passionate about consistently delivering an outstanding customer experience and has a genuine interest in learning more about technology.
You will be based with our BI24 team at our London office, but may be required to travel to client sites across the UK from time to time.
*Normal working hours Monday to Friday 9 am – 6 pm. Approximately once every two months you will be required to provide on-call support from Saturday morning to Sunday evening. The following Monday to Friday, you will work remotely from 4 pm to 1 am.