Support Specialist

Job description

πŸš€ Who are we?

At Grip, we’re passionate about bringing professionals together to move markets forward faster. Our leading Market Engagement Platform for Event Organisers enables our clients to create Virtual, Hybrid, and Live event experiences in a single solution. Making it easier for event participants to connect, engage and do business.

Grip works with 12 out of 20 of the largest Event Organisers globally and is known for its leading AI-powered matchmaking engine, used to establish millions of valuable connections at thousands of events. As a multi-award-winning global leader in AI-powered tech, we pride ourselves on being real innovators in the event tech space.

Grip recently completed a $13M Series A funding round led by Kennet Partners, a well-known London-based VC Fund. Other investors at Grip include leading entrepreneurs Brent Hoberman (CEO and Founder at Lastminute.com, Made.com, Founders Factory), Arnaud Massenet (Co-Founder at Net-a-Porter), and Jeremy Roche (FinancialForce, Unit4).


Job requirements

πŸš€ About the position:

Working in the Event Support team at Grip will mean that you're responsible for contributing to a thriving professional support team with great customer services and the ability to meet the needs of event participants who seek assistance with our platform. Providing event technical support to customers emailing, live chatting or instant messaging the team.

  • Prioritise and process event participants and customer requests submitted by email, live chat or instant message.

  • Investigate and resolve event participants, customer queries and action tickets efficiently

  • Provide assistance to customers who may have experienced technical bugs.

  • Maintain thorough and accurate event participant and customer service records.

  • Keep event participants' customers' data exchanges and information private and secure.

  • Learn how to use our product, support systems and technology to deliver great customer care.

  • Liaise with company partners to ensure event participants and customers are serviced as needed.

  • Work as part of the operations team to drive positive customer satisfaction results.

  • Direct sales leads to sales development representatives (SDRs).

  • Work with our product ops team to enhance and maintain our Grip Knowledge base in support of any event participant and customer queries as well as the internal go to hub for all our Grip team members.

  • Provide ongoing reporting on queries raised by event participants and customers as well as identified trends.

  • Ability to work late shifts and weekends on a rotational basis.

πŸš€ Experience

Great customer service people come from a diverse range of backgrounds. We are looking for an individual with great communication skills, who has support and training experience. Company culture and "fit" is equally important to us, we've included some things that we look for in an ideal team member:

  • Experience in using remote support tools, help desk and CRM software such as; Helpscout, Zendesk, and Salesforce.

  • Previous experience in support roles for the events, and/or technology industry.

  • Attention to detail, with the ability to understand event participant queries and explain platform functionality.

  • Enjoy using technology to increase productivity and always looking for ways to optimise workflows and processes.

  • Ability to train customers on specific functionality within the Grip platform.

πŸš€ Skills

  • Ambitious and adept at managing multiple tasks simultaneously, well-organised and dependable. Can be relied on to uphold responsibilities assigned.

  • Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.

  • Excellent written and verbal communication skills in English, with great interpersonal skills.

  • Strong cross team/group/organisation collaboration skills. Liaising at all levels of management, both internally and externally.

πŸš€ We look for people that live by our values:

  • Growth Mindset - be curious, take ownership, and share knowledge freely and openly.

  • Be Nice - listen to understand, respect others and support your team members.

  • Transparency - Open and transparent communication, speak up about problems and be honest.

  • Can-do Attitude - Take ownership of your work and do what it takes to make it a success.

  • Value Focused - work smart, understand what drives KPIs, always keep our clients in mind.

πŸš€ Grip Benefits

  • Remote working possibilities (also post COVID-19)

  • 25 holiday days per annum

  • Opportunity to take lead in shaping an entire industry through AI

  • A world-class team of sales, marketing, operations and engineering

  • Rare opportunity to grow with the company and take the lead in shaping an entire industry’s use of technology