Support Analyst - Customer Service

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Flexible working: Remote working supported, around 10-20% on-site requirement with ability to commute into either Manchester or London office as necessary for monthly in-person days
Full-time/37.5 hours a week (flexible hours and working options welcomed - please state this in your application). Core hours are 10-6pm, Monday-Friday. Out of hours work is required on a rota basis, 9am-9pm Monday-Sunday. (see below for more information)
Salary: Annual £28,500 - £34,000 based on location and experience

Description

Support Analyst

Team: Client Success
Location: London or Manchester, UK
Flexible working: Remote working supported, around 10-20% on-site requirement with ability to commute into either Manchester or London office as necessary for monthly in-person days
Full-time/37.5 hours a week (flexible hours and working options welcomed - please state this in your application). Core hours are 10-6pm, Monday-Friday. Out of hours work is required on a rota basis, 9am-9pm Monday-Sunday. (see below for more information)
Salary: Annual £28,500 - £34,000 based on location and experience

Spektrix is a growing collection of creative problem solvers focused around the arts and technology whose mission is to help arts organisations be more successful. Were doing this through a combination of cloud-based software and consultative customer support that empowers arts organisations to grow revenue, increase efficiency, and build stronger relationships with audiences. We are always looking for new ways to approach problems, share knowledge, and better serve our customers. Youd be joining a team of over 200, based across our London, Manchester and New York offices and working with over 600 arts and entertainment organisations in the UK, Ireland, United States and Canada.

Were looking for someone who is excited by the chance to change the way that people in the arts and entertainment sector use data and software for the better. Youll be spending your time navigating incoming client calls and emails, solving problems and finding bespoke and best practice solutions to help clients get the most out of their data and the Spektrix CRM. You will be part of a delivery team who together hold the accountability of managing the success of our clients - specifically through responding to support tickets and calls, prioritising effectively to ensure clients get the very best service and outcomes.

Support Analysts help Spektrix clients to find solutions to problems, analyse their data, and turn their ideas into practice with tools the system provides. We love our system and we want our users to love it too. Your job is to get them there and keep them there by putting the Spektrix tools to their best use and thinking about data-oriented, smart, and innovative solutions.

Key Accountabilities & Responsibilities

Ensuring that through every touchpoint you have with our clients, the highest levels of customer service and satisfaction are delivered and seen through to completion in a timely manner.
Ensuring you see every interaction you have with our clients as an opportunity to develop best practice and impact their success.
Setting our clients up for long term success by working with the wider Client Success team and identifying risks, trends and opportunities for growth to do this.
Proactively share and escalate any feedback, concerns, or suggestions for improvement effectively, in order to contribute to continuous improvement of our solution and service.
Working within a Delivery Team as a first line contact for clients, for their software and hardware support needs on the phone and over email.
Guiding clients through putting their ideas into action. That could be talking through how to segment customer data for a mailing or teaching someone how to set up a promotional offer.
Having confident conversations with clients about what our solution offers, why we do things the way we do and in some cases why not.
Collaborating with relevant team members and wider specialists across the company to enable you to deliver on your accountabilities, even when our solution doesnt have exactly what the client is asking for.
Helping our clients analyse and report on their valuable data.
Troubleshooting software and hardware issues and identifying the best ways to solve them.
Offering technical support with some of the hardware associated with using the system, such as ticket printers, pin pads and scanners.
Giving advice and training clients on best practice use of the system, usually over the phone and screen share.
Identifying opportunities for long-term, consultative projects and feeding these into the teams priorities.
Helping to maintain system documentation and identify when guides and resources need to be updated.

Skills, Knowledge and Expertise

Have excellent interpersonal and communication skills which can be displayed in person, over the phone and in writing.
Have an ability to provide effective customer service and technical support, with some experience in either.
Have the skills or experience to work with clients that may be facing urgent or business critical challenges.
Be able to apply a logical mindset to your existing skills and knowledge to solve new and complex problems.
Have a working knowledge of Microsoft Excel.
Be proficient at time management and prioritisation in order to set you up for working to tight deadlines.
Feel comfortable context-switching and be able to work on multiple tasks and projects simultaneously and independently.
Enjoy working autonomously as well as part of a wider team.
Take pride in your work and how it could relate to the success of Spektrix and our clients.
Have a strong interest in using technology and data to solve problems.

Occasional travel between London and Manchester (our two UK offices).
You should be prepared to travel throughout the UK and the Republic of Ireland if required.
Core hours would usually be 10am-6pm or 9am-5pm, Monday-Friday. This is a full time role (37.5 hours a week) but we are accepting applications from candidates who are interested in job sharing the role, or would like flexible working arrangements. Please comment on your application with the hours you will be looking to work.
Regular working hours are 10am-6pm, Monday-Friday.
We work across a rota covering the rest of our opening hours. From the Client Success team, we:

Have team members working 9am-5pm each weekday across delivery teams. Some team members choose to do this early shift regularly. We have one team member working from 1pm-9pm each weekday. Some team members chose to work a regular day on the late shift; typically you wouldnt have more than one or two late shifts a month (unless you wanted to take more.)
We also have a 9am-5pm shift every Saturday and Sunday, and a 1pm-9pm shift every Saturday. Typically you wouldnt have more than one of these shifts every month, which are worked from home. If you work a Saturday then you will have the following Monday off, and if you work the Sunday then youll have the preceding Friday off, meaning youll always get a two-day break from work.

Benefits

Flexible working with support for WFH set up. Different teams may have different practices that require people in the office or online at specific times.
NHS top up scheme (covering dental, optical, therapy & counselling, prescription and other health related costs)
Continuous development supported by Line manager, learning budget
Enhanced Maternity, Adoption & Shared Parental Leave
35 days paid leave annually, inclusive of annual leave, bank holidays and a Birthday day off, all able to use flexibly
4 weeks paid sabbatical after 5 years of service
2 volunteering days per year
Company pension scheme of 4%
Free snacks, drinks and breakfast items in all our offices
Varied range of regular socials across all our offices
Cycle to work & Season Ticket Loans

Travel stipend for commutingWorking from home We aim to be as flexible as possible when it comes to working setups and lots of our team work from home on a regular basis. This means we generally work with a remote first approach even when we are in the office.

Well Provide Reasonable Support And All The Hardware You Need To Get Started, But We Do Require That You Have The Following Already In Place For a Good Home Working Set Up

A quiet working space at home where you can consistently take video calls without interruptions

An internet connection that supports your participation in video calls and access to our systems and service. Travelling into your local office (commuting) is at your own expense with a stipend available, any travel for business (other than commuting) will be covered by Spektrix. Equal opportunities Spektrix is an equal opportunities employer, we recruit regardless of race, religion, gender, gender identity, sexual orientation, age or disability status and look to employ from a wide range of backgrounds and experiences.

Confidence can sometimes hold us back from applying for a job. Studies show that women do not apply for roles unless they meet 100% of the requirements, whereas men apply when they meet at least 60% of the requirements. At Spektrix, we know that there's no such thing as a 'perfect' candidate. Spektrix is committed to creating an inclusive work environment, where our team members are supported in expressing themselves and delivering their best work. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Diversity in the workplace is hugely important to our working environment and to enable both individuals and Spektrix to thrive. By valuing each persons differences we enable each person to contribute their unique experiences, strengths and viewpoints. Workplace diversity is something we aim to achieve and maintain at Spektrix, and we are pursuing a workforce that reflects the diversity of the communities we serve and work in. We aim to reflect this diversity in all departments and at all levels of seniority in the business, right up to the board.

In an effort to help us reduce bias, please do not include a photo in your CV or application. About Spektrix At Spektrix, our mission is to provide arts organisations with the best possible chance of success. We do this by combining cloud-based technology with expert support and training consultancy, helping our clients grow their audiences and increase revenue. Were confident that Spektrix is the most forward-thinking ticketing, marketing and fundraising solution around.

We know that the best software is user-friendly and intuitive, so weve built every bit of Spektrix with usability in mind. Everything in the system is quick to learn and easy to use, whether youre a Box Office Manager, Marketing Assistant or Fundraising Director. Technology is constantly evolving to keep up with the pace we release daily upgrades so the 500+ organisations we work with (and their audiences) never have to wait for the newest and most innovative features.

Everything we do is about making our users lives easier, so everyone gets unlimited support and consultancy to get the most out of Spektrix. This ethos is reflected in our service charge an all-inclusive fee that scales with the size of your business. No upfront costs, no long-term tie-ins and no additional charges.

Important Notice: We are aware that there have been scammers with malicious intentions utilizing misleading domains that may look similar to ours. Please be advised that all legitimate communications from Spektrix will come only from "@spektrix.com" or "@pin-point.email" email domains . Any others are not legitimate emails from Spektrix, and we strongly advise against sharing any personal details with them.

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Location:: London, England, United Kingdom
Salary:: £80,000 - £100,000
Job Type:: PartTime
Category:: Management & Operations

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Support Analyst - Customer Service

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