Client Support Specialist

Hiring Organisation: 
Engaging Networks

Engaging Networks Engaging Networks is a fast growing company with offices in Clerkenwell, London and Washington DC. Many of the UK’s most recognised charities use our integrated software to support their online campaigning and fundraising, email marketing, and overall data management. Some of our inspiring clients across the world include: Macmillan, Amnesty International, UNICEF, Save the Children and Greenpeace International. We will process over 30 million transactions in 2017, and we have grown as a business by 30% a year on average over the last five years. Job Description We are hiring a Client Support Specialist to join our team in the London office. The role combines a diverse set of responsibilities: responding to client requests for help on the phone or via an email ticketing system, assisting new clients to get started with our software including the migration of their supporter records and setup of their HTML templates, developing client support materials, and encouraging our client community to engage with us and with each other. We need to find someone that will work pro-actively and creatively in ensuring clients get the most out of our product. The objective of our client support is never just to answer a question, but rather to help a client solve a problem. Primary Responsibilities:

  • providing telephone and email support to clients with questions about the use of our software
  • setting up client HTML templates and adjusting their CSS
  • providing support for data migration from other systems
  • setting up and sending company email alerts and providing support for company website updates
  • helping clients to adopt 'best practice’ based on our extensive experience working with thousands of advocacy and fundraising campaigns
  • running individual and group training sessions covering all products and features
  • writing and recording support materials for posting to our community website and integrated into our software
  • pro-actively reviewing the campaigns in client accounts and contacting clients with suggestions on how to improve the structure and content of their pages

Requirements: Engaging Networks is a dynamic business. Everyone on the team supports our entrepreneurial approach to meeting company objectives. This means helping and supporting the work of others, and recognising that hard work is an essential ingredient to the success of any relatively small business. Some of the more specific requirements are listed below. The Client Support Specialist will need to bring a wide range of skills to the position. We are looking for someone that has a passion for software and the Internet, someone that is a good problem solver, someone that has excellent interpersonal skills, someone that is patient, someone that is able to express themselves clearly - both verbally and in writing, and someone that is willing to take initiative. The specific qualifications we require include:

  • some previous work experience in a related field (web design or development, software testing, software training and support)
  • proficiency coding HTML, CSS
  • an understanding of JavaScript
  • previous experience in customer service or support
  • good sense of humour

Compensation Compensation is competitive for this position (depending on qualifications and experience). Women and minorities are encouraged to apply. Please email your resume, and a message about why you are right for this opportunity, to info@engagingnetworks.net.  Please specify “UK Client Support Specialist” in the subject line.

Seniority: 
experienced practitioner (an expert or specialist or a junior manager managing a few people)
Job type: 
paid job within an organisation
Contract type: 
full time
Org Type: 
company (including b-corp)
Job Location: 
London, England, UK
Location type: 
fixdl|fixed (office)
Closing date for applications: 
Sunday, May 21, 2017 - 18:00

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