Customer Care and Delivery Advisor

Janes enables militaries, governments, and defence companies to make critical decisions. Our expert-driven tradecraft, developed over 120 years, combined with human-machine teaming, delivers assured open-source intelligence across military capabilities and order of battle, equipment, events, countries, companies, and markets.

Linking millions of assured data points, Janes data model creates a framework of interconnected open source defence intelligence. This allows our customers to integrate all relevant data and connections into a single intelligence environment to deliver a more complete and accurate answer. Using Janes, our customers can use their scarce resource more effectively, to get to better decisions with higher confidence, more quickly.

What you will be doing:

Joining Customer Care and Delivery, you will support our global customers and internal teams assisting with a wide range of queries from “How do I” to investigating bugs, API and FTP data transfers and reviewing more complex technical setups and provisioning access to Janes products. You will act as the main point of contact for all customer care requests resolving these wherever possible and working on solutions with Janes teams for complex problems. As you are dealing with various technical and user issues, you will be speaking with a range of stakeholders including project managers, sales managers, trainers, marketing department and executives so no day is ever quite the same!

General Job Duties:

• Provide exceptional customer service via phone, chat and email meeting Janes SLA

• Own all Janes customer interactions and request

• Provide technical support to customers and internal teams by identifying, troubleshooting, and resolving problems

• Provision and verify access to Janes products including Janes Online, JOE, DVD, FTP and all future Janes products

• Work with Janes product teams to provide solutions for more complex requests

• Support sales managers and customer success teams where required

• Share product feedback with business stakeholders

• Contribute to maintaining our fantastic CSAT and NPS

• Contribute to our FAQ and support articles

Who does well in this role:

o You have experience handling tiered support tickets for a data-focused software company (or similar)

o You have exceptional writing skills and can communicate technical information in a clear, concise way to a variety of stakeholders on the phone, and by email. You know how to make clients happy and go out of your way to do so.

o You can work in a fast-paced environment, juggling multiple tickets at the same time.

o You’re comfortable working with big data sets and can manipulate these to pull interesting insights using tools such as Excel

Requirements

Requirements for the role:

• Bachelor’s degree or Customer Service Work equivalent

• Demonstrated understanding of Customer Service and delivery functions

• At least 3 years’ experience in a client-facing role within a fast-paced environment

• Customer Support role in a B2B setting

• CRM Experience required

• Basic knowledge of Excel required

• Knowledge of Salesforce strongly preferred

• Fluent in English, Multi-lingual abilities are a plus