Technical Customer Support

DueDil

London, GB
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 12/29/2020
  • Website: www.duedil.com
  • Company Address: 8 Warner Yard, London, UK, EC1R 5EY

About DueDil

DueDil is a company intelligence platform that delivers insights on more than 50 million companies and the people behind them. DueDil’s Business Information Graph (B.I.G.) ingests billions of data points a day from authoritative sources and connects the dots to create insight that is accurate, comprehensive and unique.

Job Description

DueDil provides real-time insights on every company, helping financial services providers to give small businesses the products they need to thrive. 

 

Reliance on manual checks makes it harder for SMEs to open an account, take out a loan or get insurance cover. It also makes it harder for the companies providing those products to carry out ongoing Know Your Business checks. 

 

DueDil's KYB for Life platform transforms how providers work with SMEs. We analyse billions of data points on millions of companies to provide unique insights via our API. 

 

In the last three years, DueDil has grown rapidly in the UK and Ireland and we're now expanding into mainland Europe. We have over 400 clients across the Financial Services, Insurance and Fintech sectors, including Santander, Tide and Metro Bank. 

 

Our Values

 

We're driven by three core values, the characteristics that define the members of our team are grit, authenticity, and team spirit. These values factor into the way we hire, promote, and reward every member of our team. Put simply, we're looking for ambitious people who take ownership and responsibility -  if this sounds like you then you're in the right place! You can read more about our values and how they impact our culture day to day here: https://www.duedil.com/about-duedil/who-we-are

 

The Role 

 

Customer experience is at the heart of DueDil's mission. We're looking for an enthusiastic problem solver to join our Product and Technology team.

 

You will support our customer base and be the face of DueDil to our clients. You will need to be obsessed with customer problems and be an expert in solving technical queries quickly. You'll be working closely with the Client Services team to troubleshoot customer queries, supporting a range of clients in banking, financial services and technology companies. 

 

This will be a great opportunity to work closely with your line manager, the Engineering Manager of the Platform team, to understand the technology driving DueDil. You will also help build support processes, contribute to our very first DueDil Hub and enhance our customer experience. 

 

Responsibilities

 

  • Technical API troubleshooting, using a range of tools such as Postman, logging & analytics tools. 
  • API Key management - creation, usage, upgrading, etc. 
  • Timely response to incoming communications from customers (via phone, email, tickets or chat functionality). 
  • Resolve issues for customers while building a reputation for consistency and accountability.
  • Adhering to processes and tools to streamline the support of all clients in line with our Service Level Agreements.
  • Close collaboration with the Product & Technology team to troubleshoot any product issues and perform root cause analysis. 
  • Close collaboration with the Go To Market team, specifically Customer Success and the Solution Consultants to communicate product issues effectively.
  • Helping to ensure DueDil provides a real-time view of any business by striving for accuracy. 

 

What we're looking for

 

  • Have a good understanding of web applications and API technologies. 
  • Naturally inquisitive and enjoy investigating, understanding and fixing problems. 
  • Understanding of technical languages and the ability to transition this information into an easily digestible format. 
  • The ability to evaluate and adapt the varying levels of urgency and complexity of queries, sometimes dealing with challenging callers and situations. 
  • Can quickly extract relevant information and can convey a message to a range of different audiences. 
  • The ability to adapt to new circumstances quickly. 
  • Can identify bugs and articulate what fixes need to be made. 
  • You are friendly, have superb organisational skills, and you enjoy building relationships with customers, colleagues and external stakeholders. 
  • Familiarity with customer support tools such as Jira, Intercom and Zendesk. 
  • Familiarity with common business applications such as Salesforce. 
  • A genuine interest in finance and technology. 
  • Experience dealing with a range of different customers. 

 

Nice to have 

 

  • Experience with HTML/CSS & Javascript. 
  • Experience with Test Automation frameworks.
  • Experience with Behaviour Driven Design (BDD).

 

What DueDil can offer you 

 

  • A meritocracy where success is recognised and rewarded.
  • Genuine career progression within a fast growing organisation.
  • An energised environment and the chance to take ownership of your work.
  • The ability to help drive product development and business strategy. 
  • The opportunity to work alongside a diverse group of people who love what they do.
  • A company where everyone knows why they get out of bed in the morning! 

 

As well as...

 

  • 24 days' holiday per year excluding bank and public holidays, with and additional break between Christmas and New Year. 
  • Bike to work scheme. 
  • Pension scheme.
  • Private healthcare.
  • Optional childcare vouchers 
  • Generous allowance of professional development platform (Learnerbly) 
  • MacBooks as standard, but we're happy to get you whatever equipment you need to get your job done. 
  • Regular team and company events in and out of the office  
  • Flexible working with a great office in Central London for those times when you need a change of scenery. 

 

Please note, while we are going through the COVID-19 pandemic, the whole company is working from home and we are doing our best to help our employees get all the equipment needed to make working from home as comfortable as possible. On top of that, we are able to onboard new employees remotely during this time. 

 

All successful applicants will be subject to enhanced background checks.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.