Job details

SaaS Communication Support Specialist

Career level
No experience, Entry (0-2 years)
Employment type
Full time
Remote job (the activity is performed from home)
Spoken languages
English - Advanced
* all languages are compulsory
Address
Number of vacancies
1

Toluna delivers real-time consumer insights at the speed of the on-demand economy. By combining global scale and local expertise with innovative technology and award-winning research design, we help clients explore tomorrow, now.

Toluna is the parent company of Harris Interactive Europe and KuRunData. Together, we strive to push the field of market research toward a better tomorrow.

To complete our Digital Support team in Timisoara and support our growth globally, we are looking for an SaaS Communication Support Specialist.

As our Support and Communication specialist you will be a part of a small but enthusiastic team and will be working closely with the entire team to help us further delight our clients! We’re looking for a passionate Support and Communication specialist to help us delight our customers by giving them the best possible experience with Toluna.

As the first point of contact for clients needing support on our SaaS products, our mission in to be able to go beyond clients’ initial queries to understand and pro-actively address their underlying needs.

Responsibilities:

  • Work closely with the head of support to review and improve our communication approach to clients
  • Train the team on client service excellent and drive the spirit of pro-active management of queries
  • Communicate in a client’s friendly terminology not only the solution, but also the root cause and long-term fix of the raised issue
  • Answer users’ questions and advising customers on how to best use our product
  • Proactively making help even easier to come by and anticipating the needs and questions of our customers before they have them
  • Improve our communication on our help center, our website, in the apps, e-mails etc. 
  • Collecting and synthesizing customer insights; being the voice of the customer to help your teammates become better
  • Work with multiple teams to find, analyze, and resolve client issues
  • Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction and escalate issues, as needed
  • Provide recommendations to the Product team about how to improve customer experience
  • Work closely with the Customer Success Managers to maintain continuous knowledge of accounts.

Required skillset:

  • Be fluent in spoken and written English (on a native level) and have excellent clear written communication skills; you get a message across in just a few sentences. 
  • Have experience with customer service and have a genuine desire to help people in a friendly, empathetic, and patient manner
  • Be quite tech-savvy: curious and motivated to gain a deep understanding of how our product works - inside and out. You should be very comfortable with IT and prepared to learn a lot of technical terms and details
  • Have experience writing clear and friendly consumer-facing copy for web, emails, marketing
  • Be eager to share your knowledge and know-how with your teammates
  • Be able to manage your own time while being a team player
  • Have experience in supporting software, onboarding customers, collecting customer feedbacks, or even making sales
  • Can multi-task and can work successfully across multiple teams to resolve issues in a timely manner
  • Are flexible with your hours to better cater to our customers in other time zones
  • Can prioritize tasks and carry out responsibilities with minimal direction

What we offer: Here at Toluna you will find amazing, forward thinking professionals who like to learn and grow. We pride ourselves on collaborating and sharing expertise, we know that strong teams bring out the best in our staff members. This is why we offer a broad range of benefits:

  • Professional & personal growth: Training opportunities and career development plan.
  • Financial package: Competitive salary, performance bonus.
  • Health: Private medical insurance.
  • Office comfort & fun: Central building location, relaxing room (X-box, Ping Pong table).
  • Work-life balance: Working from home policy.
     

Join our global team. We welcome big thinking and reward great work.