Founded in 2009, Digital Theatre+ is the world’s leading arts education resource, already used by over 3.5 million students in over 3000 schools, colleges and universities in 94 countries around the world. Due to significant private-equity investment and rapid and continuous growth of our customer base, we are looking for a Customer Service Representative to join our team. 

You will be responsible for supporting, using HubSpot Service Hub and telephone, DT+ customers through configuring computer systems, diagnosing faults and solving technical problems. 

You are:

• Experienced with supporting customers usage of web-based products,
• Passionate about providing excellent customer support for web-based products and services
• Able to provide step-by-step technical help, both written and verbal
• Able to prioritise tasks based on urgency and importance
• Motivated to learn new skills and technologies
• A critical thinker with excellent problem-solving skills
• Someone who has great interpersonal and communication skills

Desirable:

• Familiarity with HubSpot Service Hub
• Passionate about English Literature and/or drama and theatre.
• Passionate about education

• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
• Resolving customer issues in a timely manner and maintaining high satisfaction levels
• Acting as the primary liaison between the company and customers, taking ownership of customer issues and seeing problems through to resolution
• Talking customers through a series of actions, either via email, phone or chat, until the issue is resolved
• Working with all internal groups, including sales, onboarding, engineering and product management
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Documenting technical knowledge in the form of FAQs and instructions
• Reducing the volume of customer contacts through improved self-service documentation and process improvements
• Support sales and onboarding teams