Crowdicity is a global leader in idea and innovation management software with offices in London, Nottingham, Sydney and New York.
Delivered as Software as a Service, Crowdicity empowers organisations to harness the knowledge, experience and creativity of their people to discover innovative ideas, new market opportunities, feedback and insight.
Crowdicity works with some of the world’s most recognisable enterprises, brands, government organisations and NGOs, including the likes of the UN, UK Government, Intuit, Dyson and Kellogg, to drive a culture of innovation and idea-sharing.
Whether used to power open innovation, facilitate co-creation or as a platform for the management of ideas within the enterprise, Crowdicity is as the forefront of idea management software, looking to grow fast and change the world, one idea at a time!
About the role:
Crowdicity support consultants are inquisitive, personable and self-motivated, looking to take the first step in an account management career.
Below is a representation of what may be included in the Support Consultant’s typical week:
Answer customer enquiries efficiently and effectively over email, telephone and in person.
Work collaboratively with the Sales and Account teams, complement the sales process by setting up and supporting trials and pilots.
Writing and maintaining help guides
Take responsibility for the successful technical set up of clients’ platforms, including; working with clients’ technical teams to establish SSO, widget use and API integration.
Solve technical issues and troubleshoot client issues.
Diagnose, manage and escalate bugs / critical product issues to developers.
Be the voice of our customer for product development – gather, prioritise and communicate feedback and feature requests the product and development teams.
You will have:
1+ years of experience providing technical support to customers, customer teams, and affiliates within a fast-growing technology company
Strong verbal and written communication skills for conveying technical instructions in an easy to understand manner
Experience of JIRA and/or Help Scout
Understanding of how API’s work
Can-do attitude, willingness to perform as part of a team and get things done
Exceptional teamwork with customers to become the voice of their needs (i.e. drive our roadmap to be customer-centric)
Prior SaaS customer service experience
Knowledge of the SAML protocol and identity providers such as Active Directory Federated Services