Technical Customer Service Specialist

Want to join the Team transforming the global Insurance industry?

Here at The Floow, we harness the power of data and social science to influence driver behaviour and cut down on road risks. By joining our mission, you’ll be helping to make driving smarter, safer, and more affordable for everyone.

What you’d be doing as a Technical Customer Service Specialist.

As our business grows and evolves, we like to think you will too. But for now this role is focused on:

• Delivering an exceptional customer experience. Responding to customer support tickets or emails in a timely manner. Communicating clear solutions or next steps, and demonstrating a proactive approach to responding to our customers needs. Taking personal responsibility for ensuring issues are resolved; monitoring support progress and advocating for the customer internally where needed.
• Effectively assessing customer technical issues and supporting appropriate escalation of customer queries. Working to triage the cause of any issues, resolving these directly where possible or working with our internal technology teams to find a resolution. Accurately categorizing, prioritizing, and escalating tickets as needed, and ensuring resolution within SLA guidelines. Appropriately documenting reported issues to assist our engineering teams.
• Enabling our customers through proactive education. Guiding customers through technical workflows and best practices as required by their issue or concern. Directing them to the appropriate tools and resources for future reference. Continuously refining and adding to our existing library of support documentation, and making recommendations for proactive client education and outreach.
• Actively participating in the continuous improvement of our products and services. Identifying patterns in support requests and suggesting enhancements to our internal Service and Product teams. Assessing the impact of systems changes or client communications, and highlighting opportunities to improve the overall outcomes and customer experience.
• Acting as an ambassador of The Floow. Ensuring you remain an accurate and reliable source of support and information to our customers; keeping yourself up to date on changes and improvements to The Floow’s products and services. Maintaining a broad understanding of our customers in order to better support their niche requirements where applicable. Collaborating with the Client Management Team where needed to support their ongoing understanding of individual customer needs.

Sound good? We’d love to hear from you, if you have:

• Experience of working with Zendesk (or other ITSM tools), JIRA, Confluence, Monday.com, and/or are comfortable adapting to using new technologies.
• Established experience of Technical Customer Service; working in a B2B, SaaS or technology-based industry.
• Familiarity with the Insurance industry or technical knowledge of mobile devices is a plus.
• Experience of diagnosing and resolving software, integration, and configuration issues.
• Proven ability to understand and articulate customer needs, and provide clear and concise responses tailored to both technical and non-technical users.
• A self-starter, able to work both independently and collaborate where needed.
• Personable approach, able to build rapport and handle difficult situations tactfully where needed.
• A strong interest in technology and willingness to expand your skills and knowledge in this area.

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance The Floow and our culture. Don’t meet all our criteria? If you like our story and think you have what it takes to hit the ground running – let us know! We value diversity, and the benefits that a broader skillset and a great attitude can bring.

What’s in it for you?

We are ambitious. Our mission motivates us to work hard – and we do – but you\’ll experience lots of moments of genuine collaboration, innovation, and fun too. We offer:

• The opportunity to help shape a growing business, and to be a force for good.
• Flexible Working and Leave options that empower you to have a job and a life.
• Benefits designed with your personal development and wellbeing in mind.

Other practical details, we know you might be wondering about:

• Full-time, permanent position.
• This is not a People Management role.
• Our typical working hours are 9am – 5.30pm. With a client base that spans across the US and Europe this role does require some flexibility from time to time and you may be required to support US working hours for up to 30 days each year.
• Weekend shifts and overtime hours are not typically required of this role, though you may be required to be on-call from time to time.
• Part-of our Product and Service Delivery Team, this role reports to the Solutions Engineering & Technical Service Team Lead.
• All our employees work fully remotely, but we do get together as a team from time-to-time in Sheffield, UK – our original home.
• Must be a UK resident for tax purposes, and have the right to work in the UK.
• Interviews are conducted virtually, though we may request an in-person final interview on occasion.