Who are we?
Pabau is a bootstrapped software company founded in the UK, with a Head Office in Skopje, North Macedonia.
Pabau CRM is our all-in-one clinic management system that helps businesses to run more smoothly. If a clinic needs to do something, our system either fully automates the process, or makes it easier (think Hubspot, but for businesses with a medical element).
Everything from storing treatment notes, automated appointment reminders, emails, staff management, reporting, payment systems – seriously, you name it, our system does it.
In fact, our feature rich system is the market leader in the UK for the medi-aesthetic sector, with over 1,500 businesses and 15,000 users.
Over the past 2 years the business has quadrupled, and the plan is to increase this speed of growth even further.
Technical Customer Support (US shift)
The role:
This role is part of the Customer Care Team. We are looking for a Technical Support to assist our customers with technical problems when using our products and services.To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all after-sales procedures.
EXPECTED HOURS TO WORK
- Monday to Friday - 12:00 PM to 8:00 PM
This role is strictly office-based during the first 3 months of probation. Upon successful completion, it transitions into a hybrid model.
WHAT YOU'LL BE DOING:
- Provide excellent customer service and support to our clients
- Manage and respond to live chat and email enquiries
- Identify and troubleshoot client issues
- Use different channels of communication to best resolve a client enquiry (Phone, web call, screen share etc.)
- Analyze and report software issues (for example, by testing different scenarios or impersonating users)
- Update HubSpot with information about technical issues and useful discussions with customers
- Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Follow up with customers to ensure their technical issues are resolved
- Assist in training junior Customer Support Representatives
- Represent the customer view within Pabau
- Experience as a Technical Support or similar CS role
- Highly proficiency in spoken and written English
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Familiarity with our industry is a plus
We’re committed to creating an inclusive workforce. We believe in a world where you have the freedom to explore and express yourself without judgment, no matter who you are or where you’re from. Where you value yourself and feel proud of who you are. Where individuality is a source of confidence, because difference makes the world a better place.
- Opportunity to work on high traffic, high performing CRM software.
- 20 days holidays + country holidays
- A truly flexible working culture
- A collaborative, creative, and inspiring working environment
- Great training and learning resources
- Access to the best software
- Sport Master/FitKit membership
- Monthly nails treatment onsite
- Monthly Barber onsite
If you are interested we invite you to apply via the APPLY option.
