Technical Support Analyst, Blink

Salary not provided

Equity allocations available

Junior, Mid and Senior level
London

More information about location

3-5 days a week in office

Blink

Enterprise app that empowers frontline workers

Job no longer available

Blink

Enterprise app that empowers frontline workers

21-100 employees

B2BEnterpriseHRInternal toolsCommunicationSaaS

Job no longer available

Salary not provided

Equity allocations available

Junior, Mid and Senior level
London

More information about location

3-5 days a week in office

21-100 employees

B2BEnterpriseHRInternal toolsCommunicationSaaS

Company mission

Blink's mission is to empower frontline workers to maximise their impact.

Role

Who you are

  • We're looking for someone who is ambitious and wants to develop in a fast-growing company
  • The successful candidate will be resourceful, inquisitive, a fast learner, with the ability to easily connect with a customer
  • You’ll be able to pick up new concepts quickly and empathise with customer pain points
  • Experience in customer support or similar role, ideally within a software company dealing with end users and key stakeholders
  • Previous experience working directly with both technical and non-technical clients to diagnose and solve issues
  • Strong prioritisation skills, always keeping to or exceeding deadlines and quick to follow-up with customers
  • An obsession with top class support – over communicating with a service mindset and a desire to give users the best experience possible, regardless of the situation
  • You will be someone who hold themselves to the highest possible standards; not happy to merely meet an SLA, you will move with urgency to resolve customer requests because that’s how you create exceptional customer experience and exceed expectations
  • Have strong problem solving technical and analytical skills, you will be expected to work directly on problems yourself, identify workarounds and test potential solutions. You will be reading code, documentation and will need to reproduce reported issues yourself
  • You can demonstrate becoming a technical expert in a previous role/on a product or service you have supported. You will have been the ‘go to’ person on the team, mentoring new support analysts and answering complex queries
  • You will be technically proficient and very curious about technology. You have a personal interest in technology, exploring new products, experimenting such as with software interoperability, scripting, web tools, APIs, low-code builders, troubleshooting friends/family technical issues, an expert on PCs/macs, home networking and similar interests that demonstrate technical proficiency
  • Excellent written and verbal communication skills, with proven ability to tailor the communications based on the audience, and comfortable writing and updating documentation, help articles and creating new material
  • Ability to make decisions, work well under pressure and consistently exercise good judgment
  • Experience in building self-service or standardised technical solutions to deliver scalable support in a global environment
  • A self-starter, eager to learn and thrive in a high functioning team
  • European Languages including French, German or Spanish would be beneficial

What the job involves

  • You’ll be working as part of our multidisciplinary Support team to take our customer-focused ethos to the next level, with a specific focus on technical queries and requests
  • We’re building a world-class Support function to ensure our customers and internal stakeholders are provided with the best quality of support
  • Delivering outstanding customer centric technical support that enhances customer perceptions of Blink and increases customer satisfaction
  • Maintaining credibility and trust through prompt resolution of issues and exemplary stakeholder management. Managing customer expectations to ensure all cases are dealt with promptly, ensuring customer expectations are met and where possible exceeded
  • Rapidly answering customer support enquiries and managing support tickets, providing exceptional support for both end users and key stakeholders
  • Quickly understanding customer issues, knowing the right questions to ask to successfully troubleshoot their problems, ensuring they're resolved as quickly as practically possible and well within any SLAs
  • Delivering outstanding internal technical support, helping internal teams by resolving technical queries with the product and escalations and delivering scalable solutions to avoid re-occurrences
  • Being internally recognised as a go to person for Blink technical support
  • Escalating requests to the appropriate team, when necessary, and
  • Managing the escalation process and working with other parts of the organisation to ensure customer issues are resolved
  • Proactively updating documentation, help articles and internal knowledge base in parallel to resolving customer queries
  • Creating new ways for customers to self-resolve, for example training videos or in-app help
  • Helping and providing feedback to improve the quality of customer support
  • Providing input to the product, feedback on the roadmap, identifying product changes that can reduce support requests or provide a better user experience. Contributing to bug and other enhancements’ prioritisation process
  • Collaborating closely with our engineering team, liaising with developers to fix issues, identify workarounds, create tickets for bugs/enhancements and testing potential solutions
  • Independently perform technical setup requests such as SSOs, generating and retrieving tokens, data exports, creating digital forms, etc
  • Developing internal tooling, processes and documentation to deliver a world class and scalable technical support process

Salary benchmarks

Otta's take

Theo Margolius headshot

Theo Margolius

COO of Otta

Apps catering to frontline workers are seeing a surge of interest in the market these days, as businesses finally start to wake up to using tech to better connect with these employees, and investors eye up an interesting and new growth opportunity in enterprise IT.

Blink’s particular approach has been to try to create a user interface, and functionality, that caters both to asynchronous activities as well as real-time information, the idea being that front-line workers are most likely not going to be looking at the app continuously throughout the day, so the priority for making sure important things surface when they do is especially higher.

Blink was founded in London — where it has found strong traction with metropolitan bus networks and the NHS (where thousands of frontline workers in clinical and nonclinical roles are on Blink).

Now Blink is HQ’d in New York in an attempt to focus on the U.S. market. There are an estimated 2.7 billion people working on the front line according to the company, so there’s a fair amount of room for growth despite an increasingly competitive landscape with well-funded projects like Justworks, Workplace from Meta and When I Work.

Insights

Rocket List 2021
Top investors

Some candidates hear
back within 2 weeks

4% employee growth in 12 months

Company

Employee endorsements

Growing fast

"This is what attracts me to SAAS based organisations early in their growth. There is a real opportunity to be part of the 'Blink Story' and my role..."

Funding (last 2 of 3 rounds)

Nov 2021

$18.6m

SERIES A

May 2020

$10.7m

EARLY VC

Total funding: $30m

Company benefits

  • Generous equity allocations with significant upside potential
  • All the traditional benefits such as Health Insurance (AXA Health), Ride2Work and Pension schemes
  • Ability to grow, learn and solve a variety of challenges, working in a supportive environment with smart, driven people
  • Office fridge filled with snacks and drinks, regular team lunches and socials
  • The opportunity to be part of something impactful, large-scale, meaningful & fulfilling
  • 25 days holiday (excl. bank holidays)

Company values

  • Always aim to delight - Own the outcome and exceed expectations
  • Move fast and think big - Be curious, inquisitive and set the agenda
  • Be a positive catalyst - Inspire positive change with a helpful attitude
  • Never stop learning - We thrive when sharing knowledge and supporting each other

Company HQ

Barbican, London, UK

Founders

Previously worked as Network & Security Engineer at Morse for 2 years and co-founded Tomorrow Communications


People progressing

Joined as Customer Success Manager, being promoted to Customer Success Team Lead after 9 months and Head of Customer Success after 12 months.

Joined as our very first sales hire before being promoted to Head of Sales after 3 years, leading our current Sales team of 20.

Diversity & Inclusion at Blink

Blaise Daldin (Sourcing Lead)

  • We know there’s much more to be done, and are actively invested in driving deep, meaningful change towards broader representation in our workforce. All leaders and employees involved in the hiring process will undergo inclusion and unconscious bias training, while looking to support and partner with diverse communities and networks at every opportunity.
  • Diversity and inclusion remain our #1 priority as the team continues to grow. We’ve added new recruitment initiatives over the past six months to attract a wide range of applicants that generates a diverse shortlist for every new role. We’ve also reviewed our employer branding and advertising to ensure content and language are inclusive throughout. So far, this has improved our gender balance by 20%:
  • Blink is committed to nurturing a culture of belonging that celebrates diversity in all its forms – and encourages employees to bring their whole selves to work.

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