Customer Support (Technical)
We are an award winning and scaling InsurTech business on the hunt for a new team member with a real passion for excellent customer service.
We are on a mission to disrupt the insurance industry and give customers great value. We have a unique proposition that combines smart technology with comprehensive home insurance, all connected to the Neos app to deliver 24/7 peace of mind to our customers.
We were recently ranked no. 6 in the world’s 100 most disruptive brands, winning awards for Best Insurer in IoT, Internet of Things Breakthrough and the Insurance Times ‘Insurer Innovation of the Year’ award 2017, as well as their B2C Insurance Start-Up of the Year award in 2018.
As a rapidly growing business our key strengths our flexibility and delivery-focused mindset. We look for individuals who are great at what they do but also flexible enough to help the business as it takes advantage of emerging opportunities.
Joining our Technical Support team, we want to hear from people who genuinely love helping customers solve their problems, as this is our key differentiator. A curious nature and a general interest in smart tech and mobile applications will also put you in good stead but more importantly, you have a real desire to learn ... we will provide the training and free smart tech to play with!
Our smart tech and digital processes are what separates us from the competition. As a member of our Technical Support team you will be responsible for supporting our customers with any tech or service related questions or (product info, setup guidance and troubleshooting etc).
Our customer communication is managed though our internal administration portal and customer communication platform (Intercom). We set incredibly high standards of customer service and you will need to be able to diagnose issues, suggest ways of fixing problems, and leverage the knowledge of the team around you, to deliver best in class customer service.
The role is office based and you will spend majority of your time talking directly to customers, mostly through our chat platform. We strive to provide the highest level of customer service and you will need excellent problem solving skills and enjoy playing 'detective' from time to time. Excellent grammar and spelling combined with the ability to type for long periods, goes without saying.
Reporting into the Technical Support Team Leader, your go-to person for technical guidance and development, our Tech Support team play an integral role in the business. As an InsurTech, we share our communications platform with our Insurance support team and we work together, across the business to create an environment of support and collaboration.
Each person plays a vital role in delivering our proposition and services to our customers, therefore we are looking for someone who is passionate, enthusiastic to learn and can hit the ground running to make a positive impact for Neos.
- Experience in customer service (technical customer service a bonus)
- Experience with online communication platforms (Intercom a bonus)
- Experience dealing with, and solving, customer issues and questions.
- Experience with iOS and Android apps
- Connected Home or Insurance experience a bonus
- 5 day working week, across 6 days (some Saturday shifts may be occasionally required)
- Ability to provide service with a 'smile', even when feeling challenged
People matter at Neos. We’re a vibrant and friendly team with a relaxed yet purposeful work environment and a social culture. There are endless opportunities for you to develop and grow in your area of expertise and you’ll be making a real difference to the lives of our customers.
. £22 - £26k per annum salary (DOE & FTE)
· 23 days’ holidays per year (excluding public holidays)
· The latest smart home tech
· Personal development days
· International working opportunities
· Private medical insurance (after probation period)
· Pension (after probation period)
· Cycle to work scheme (after probation period)
· Great coffee, daily snacks, monthly team events and a fabulous, collaborative working space in either our Brighton or London offices.
Please note that applicants must already have the required visas to live and work in the UK.
DIVERSITY AT NEOS
Neos embraces diversity and we will always promote the benefits of a diverse team across our entire business. We rigorously ensure that we treat everyone equally irrespective of sex, sexual orientation, gender identification, marital or civil partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs or membership or non-membership of a Trade Union or spent convictions and place an obligation upon all team members to respect and act in accordance with this core value.