Live Chat Specialist in Manchester

Street Group is one of the fastest-growing PropTech companies in the UK. We want to be the leading creator of delightful experiences for everybody involved in buying, selling, renting and letting property, regardless of their involvement, to improve the industry for everybody by elevating UK Estate Agencies through world-class technology. If you join us, you’ll be helping to improve the property industry for everyone by ensuring our clients love our software and helping them find their way around the system!

You will work closely with other teams across the business, giving feedback on product development and technical issues, and supporting launches of new product features, making sure Street.co.uk remains best-in-class. On a day-to-day basis, you’ll be the go-to for our clients, providing live chat support, building your knowledge of our products, troubleshooting issues and then assessing the best course of action to resolve the problem. As your product knowledge grows, you’ll be able to take on more responsibility, dealing with more technical incidents.

A bit about you…

• You have commercial experience in either a live chat or IT Support role, with a keen interest in technology.
• You’ll be confident in holding conversations with the wider Street Group team as well as clients, managing expectations and asking the appropriate questions to build a full understanding of the problem.
• You have a passion for technology and websites and an enthusiasm for developing this knowledge even further.
• You’re a self-starter who can take initiative where required.
• You’ll have outstanding communication skills, both written and verbal.
• You feel confident working with a variety of stakeholders (e.g. internal and external, technical and non-technical).
• You’re highly organised and experienced at time management and prioritisation.
• You’re calm and collected under pressure whilst keeping a happy and positive mindset.
• You’re adaptable to each issue dealt with and truly take pride in your work.

Here’s what you can expect to be working on as a Live Chat Support Specialist at Street Group:

• Acting as the first line of support for any incoming questions or queries that our customers have, predominantly via live chat, but sometimes via email, phone or video call.
• Be able to make the call of when to elevate more complex tasks to our Street Engineering teams.
• Proactively looking at ways to build your knowledge of our products Street.co.uk and Bridge.
• Proactively ensuring customers understand and are making the most of the latest product updates/releases.
• Working with a variety of customers from small independents through to large multi-branch estate agencies.
• Responding to any system bugs reported by the client and escalating this to the development team where necessary.
• Obtaining customer feedback and feature requests, ensuring these are communicated appropriately to the development team.

We care deeply about helping the tech industry become a more inclusive and diverse place and we work hard to lead by example. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. Candidates must be eligible to live and work in the UK and be able to perform the work specified.

Interview Process: 3 stages = Introductory call with one of our Talent team > Hiring Manager interview & an in-person live chat task > Final interview. We want to make our interviews as inclusive as possible, so if you need any adjustments made, or if there’s anything you think we should be aware of during the interview process, please do let us know!