Customer Support Technician, SaaS

Radio.co is looking for a dedicated Customer Support Technician to join our team. The role is currently 100% remote, however we’ll be moving to a hybrid schedule in the future so being commutable to Manchester City Centre is essential.

What is Radio.co?

Launched in 2015 as a simple way to create, broadcast, and share an internet radio station - it's because of clients' success stories that Radio.co is now the number one provider for stations all over the world, both big and small. As of today we proudly host over 4,000 stations around the globe, helping broadcasters reach their potential.

What does the role entail?

• You will be responsible for handling day-to-day queries from customers of varying complexity
• We offer technical support primarily via our online messaging portal. However we do occasionally offer technical support via telephone or video call, so confidence handling customer queries on the phone is essential.
• Taking ownership of issues throughout the customer journey, escalating to the development team and keeping the customer informed until resolved.
• Every one in two weekends, you will be required to cover one day over the weekend. This can either be the Saturday or Sunday, working around your availability. You will receive a day off in lieu the following week.

Essential:

• A minimum of 2 years experience in a technical support role.
• Technical background with an eye for detail.
• Proactive mindset to assist customers in a timely manner.
• Ability to work independently and within a team
• Excellent written and spoken communication.
• Good organisation and time management.

Desired Skills:

• Experience with multiple OS’s (macOS, Windows, Linux).
• Used the Radio.co platform.
• Solid understanding of broadcasting basics.
• Background in radio or traditional media.
• Experience running a radio station (solo or part of a team).
• Strong interest in broadcast technology.
• Experience using Jira / Trello and Intercom (messaging).

What we can offer you:

• Salary between £25,000-£28,000 depending on skills.
• Flexibility. We understand that life isn’t always predictable, so we offer flexibility to help improve your work/life balance. You can choose your start time (between 8am - 10am after you’ve successfully completed your probationary period), as well as an office/remote hybrid split.
• Progression. Over 50% of the support team has progressed to new positions within the company over the last 2 years. Radio.co believes to foster the best talent, it’s imperative that hiring is first offered internally.
• Perks. We offer a variety of perks such as Perkbox, as well as a Cycle to Work scheme (upon successful completion of the probationary period).
• Company Pension scheme with 3% company contribution, increasing to 5% after your first year.
• 28 days holiday per year, plus your birthday off.
• Company MacBook and accessories

When applying please provide your CV in PDF format.