: Customer Support Technician
6 Hanover Street
Manchester, NH 03101

Employee Testimonials

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The Customer Support Team is working on some truly interesting and varied challenges. You will be supporting your own assigned Enterprise client list (along with helping out others when necessary), whilst creatively working with different teams across the business to solve technical problems. 
 
You’ll get excellent client exposure, with the occasional on-site trips to our client’s HQs, helping with onboarding and configuration queries, whilst becoming more technical, working closely with our in-house Development Team in Manchester. It’s a really exciting role for somebody who wants to ramp up their technical and commercial acumen whilst owning their own Enterprise Client support base.
 
You will be;
  • Responding to technical queries from customers and prospects
  • Using your initiative to diagnose and solve platform issues
  • Assisting with the configuration of customer booking systems and testing changes to the platform
  • Logging and keeping records of customer queries using ZenDesk and JIRA
  • Following up, making scheduled call-backs to customers where necessary and building an excellent rapport with them
  • Identifying and escalating priority issues; redirecting problems to appropriate resources
  • Collaborating with other departments such as Engineering and Development and the rest of the global support team
About you;
You’re a strong communicator and you really enjoy seeing a task through to the end. You’re technically minded and can give examples of where you’ve had to use an out-of-the-box approach to solve an issue. You’ve got experience working within a complex bespoke SaaS or Software company and you’ve got a solid level of commercial and technical understanding.
 
You can;
  • Confidently own and support your own assigned Enterprise clients (we usually assign around 20 for you to own)
  • Communicate excellently both in written and spoken English
  • Demonstrate an ability to develop an in-depth understanding of a bespoke software product and show a basic knowledge of HTML / CSS or other coding languages
  • Easily build relationships with your customers and with your peers across the business, leveraging different skill-sets to help solve a task
  • Show evidence of using Zendesk and Jira or equivalent bug-tracking software
If this sounds like you, we’d love to hear from you. You’ll be remote for now, but need to be prepared to settle in our office in Manchester NH post-COVID-19, plus you'll be working closely with our other offices in Boston, London and Sydney. 
 
We pride ourselves on having a diverse, inclusive company, plus you’ll be working on some truly interesting business challenges as we scale and support our enterprise clients. We want to make sure you’ve got the right work/life balance, so we offer loads of benefits, from flexible working from home options, to 401k, Dental & Vision, plus 20 days paid PTO and 90 days full pay Maternity/Paternity leave - And not to mention the regular social events and an office designed for collaboration, fun and well-being! 
Full-time

Employee Testimonials

Christina
Sr Digital Marketing Specialist

Life at JRNI is great. My coworkers are smart, friendly, and supportive. I love the mix of independence and teamwork within my team, and the organization as a whole. What also makes JRNI different is that I have a very supportive manager who always wants me to succeed and grow. That support, combined with the company's weekly commitment to personal development, is something that is unique to JRNI.

Angie
Customer Success Manager

At JRNI, I am lucky to be part of a fantastic team who are always ready listen to my ideas and opinions. It's a company that truly encourages collaboration and unity, and you'll always find someone who's ready to support you. The company puts a lot of emphasis on meeting customers face-to-face which means I travel internationally on a regular basis. This a huge advantage of the role because it allows me to work with some the world's largest brands on some really exciting projects.

Prash
Pre-Sales Solutions

Life at JRNI is unlike any other. You get to work with some truly amazing people day in and day out and it's inspiring to see everyone come together and work towards something that delivers immense value to our customers. Most of all we celebrate our achievements and are always up for the next challenge. At JRNI we work hard but play harder!

Vinh
Implementation Manager

I'm really proud to work here and explaining to people how the business has grown from when I first started always amazes people. JRNI will certainly help you go as far as you want to go. It's been a great 10 years so far. 6 office moves (I lose count), 100+ employees, and meeting fellow sports entertainment (wrestling) fans. I couldn't ask for anything more.

Louis Shi
Developer

JRNI is truly an incredible organization to be a part of. I feel very proud to be part of an organization that not only puts a large emphasis on building and maintaining our industry leading technology product but an even greater effort on delivering outstanding customer service to our clients. The amazing challenges that come with writing code and building software only becomes that much better when I get to do it with amazing coworkers and colleagues under an organization that truly cares about the growth and development of its employees.