Customer Support Specialist [Technical]

Our mission is to make meaningful learning a part of your everyday 🧠. The shelf life of our skills is now less than 5 years. So, if you stopped learning today, your skills would soon be irrelevant. Think that’s a big problem? You’d be right.

Enter HowNow, Founded in 2019, our Learning and Skills Platform is disrupting the way people learn and upskill through technology. Whether it's finding a quick answer, learning skills or tapping into shared knowledge, we make it easy for people to learn what they need, when they need it.

Already used by fast-growing scale-ups and global enterprises, such as Trainline, Depop and Sanofi, we’re pushing the boundaries of how people learn. 

Hi I'm Sam the Head of Customer Experience at HowNow 👋🏾 I’m looking for a Customer Support Specialist to join us.

We’re looking for a Customer Support Specialist to deliver exceptional customer service through chat and email. The role involves answering general product questions, assisting with setup and troubleshooting, and raising tickets for issues that require further investigation. The candidate should have great communication skills, a problem-solving mindset, and some exposure to basic technical concepts

Alongside the opportunities to develop and grow your career, we're a fun and friendly bunch. Have a watch of the video below to get an understanding of what it's like to work here.

Day-to-day tasks will include 📩

• Respond promptly and professionally to customer inquiries via chat and email.
• Assist customers with general product usage, setup, and feature-related questions.
• Raise, manage, and track support tickets to ensure the timely resolution of customer issues.
• Provide basic technical guidance, including handling simple API-related queries
• Escalate complex issues to the technical team with clear and accurate information.
• Contribute to FAQs, knowledge base articles, and process improvements.
• Meet performance metrics such as response time, ticket resolution, and customer satisfaction.

The key things that we will be looking for in applicants 🔑

• You have 2+ years in Customer Support (chat/email).
• You have excellent written and verbal communication skills with the ability to simplify solutions.
• You are technologically literate and a fast learner.
• You are comfortable interacting with a high volume of customers across various channels (chat support, phone, email, web-based screen-sharing).
• You are passionate about troubleshooting issues.
• You can manage priorities in a fast-paced environment.
• Familiarity with CRM/ticketing tools
• Basic exposure to APIs and technical troubleshooting
• You bring a strong sense of empathy to customer interactions and are someone who is a joy to work with.
  

What you’ll get:

💰 Our salaries are calculated using a SaaS benchmarking tool called ( Figures ). The salary band for this role is £37,000 - £42,000. You’ll also be eligible for a 20% performance-based bonus on top.

🏡 Hybrid working (2x a week in our London office, Tuesdays and Thursdays) and flexible working hours

🌍 Work from anywhere, for up to two weeks per quarter, which you can read about here

💆 Wind-down Fridays. No meetings from 2pm onwards on Fridays, for you to wind down for the weekend. Our HowNow’ers use this time to clear work, exercise, study, or spend some time with their family and friends, which you can read about here

👼🏼 Enhanced maternity and paternity policies which you can read about here

🌴 25 days holiday, plus bank holidays and your birthday day off

💰 Enrollment in our pension scheme

👩🏾‍⚕️ Private health insurance through Bupa and also access to the amazing Yulife app

🧑‍🧑‍🧒‍🧒 Life Assurance 4 x salary

📚 An annual £500 learning and development budget

🐶 Dog friendly offices - we love our pets! 🐾

🤩 Monthly socials, which have included mini-golf, Hijingo, shuffleboarding, 5-a-side football and Badminton

💡 Access to the very best learning platform out there (HowNow+) to keep you at the top of your game

🚲 Cycle to Work scheme

💰 Financial wellbeing support via Mintago

What's next? 🤔

Once you've applied, we'll get back in touch with you. This is usually within the next 5 working days. Sometimes it can take slightly longer, but we will get back to you regardless of what the outcome of your application is.

1. You'll be invited to a 30-minute video call with Pauline, our Head of Peopl, to discuss your experiences and the role.
2. You'll be invited to a 30-minute video call with Luis, Technical Solution Lead.
3. You'll be invited to a 60-minute face-to-face task.