Customer Onboarding Engineer (Configuration)

Location: Leeds, United Kingdom

The Role

Are you passionate about delivering the best customer solutions and making sure that the service platform set up meets the customer's expectations? In the role of Customer Onboarding Engineer you will be a member of the Customer Onboarding Department which has accountability for the delivery and configuration of Crisp’s service to customers. We work with internal and external stakeholders from across the business, including but not limited to the sales team, client partners, crisis consultants and the solutions team to configure the Crisp service for customers to tight deadlines, with accuracy and efficiency.

In this role you will:

  • Interpret Solution Blueprints for new and existing customer solutions as a part of new implementations, customer Health Checks and configuration changes
  • Deliver configured services for new and existing customers to agreed timescales
  • Develop ideas and systems to automate the daily tasks of the onboarding team and wider business
  • Support existing and internal customers via Crisp's customer service portal, ZenDesk
  • Monitor and resolve issues relating to access to customer accounts with the support of the Client Partners
  • Review and suggest improvements to solutions and workflows used by the team
  • Document department processes, systems and workflow
  • Engage with customers to build relationships
  • Be involved with UAT and testing of new developments to the Crisp platform
  • Follow and adhere to Quality Assurance processes, reviewing and developing improvements where possible

To be successful you will need:

  • Excellent attention to detail
  • Ability to work under pressure and to client deadlines
  • Strong will to automate and streamline repetitive tasks
  • Strong logical thinking and problem-solving skills
  • Ability to multi-task across multiple concurrent projects
  • Able to adapt technical skills in a rapidly changing environment
  • Ability to prioritise a busy workload
  • Professional and positive approach
  • Ability to communicate complex information to colleagues of all levels of IT competency
  • Self-motivated and self-reliant
  • Good technical ability

The Onboarding department currently operates the following shifts:

Shift 1 - 09:00 - 17:30 Mon-Fri

Shift 2 - 14:00 - 22:30 Mon-Fri

When operating on Shift 2 Onboarding Engineers are located at home. Shifts are allocated at a monthly meeting.

Requirements

  • 2:1 in a technical / computer science degree or equivalent technical experience / Relevant industry experience (SaaS)
  • Experience of JSON, APIs and programming languages (e.g. Python)
  • Experience in learning and using bespoke software
  • Ability to engage with clients and build relationships with internal and external customers
  • Experience of automating processes
  • Experience of project management
  • Excellent oral and written communication skills
  • Experience of documenting procedures for external as well as internal use
  • Service Desk experience
  • Experience with ZenDesk

Benefits

Our rewards are as unique as our culture, and we want to attract the best people and retain them. Not only will we ensure that your development is key, but you will be joining a fantastic team of like-minded people who work together as one team to achieve a shared vision.

We offer an excellent salary and benefits package which includes:

  • Market competitive pay rates based your skills and experience
  • Discretionary bonus scheme / commission scheme with payment based on revenue generated as a result of generated sales leads
  • A generous option allocation
  • 33 days holiday including Bank Holidays (20 days in the US)
  • Critical Illness insurance
  • Life Insurance Cover
  • Healthcare Cash Plan / Healthcare, dental and vision plan
  • An attractive pension / 401k retirement plan scheme
  • Cycle to Work Scheme
  • Employee perks schemes offering discounts, rewards, giveaways and more
  • Subsidised gym membership
  • Mental health wellbeing portal and access to an in-house clinical psychologist
  • Support and provision of supplies to facilitate home working
  • Flexible working opportunities

About Crisp

Crisp provides 24/7/365 early-warning risk intelligence as a service for leading brands, global enterprises and social media platforms, providing customers with a real-time risk defence, and with intelligence and compliance solutions guaranteed to ensure our customers are always the first to know and act. These risks can take many forms, including activist attacks, hate speech, threats, fake news, false rumours, illegal content, compliance failures and many more. Fuelled by the increased popularity of closed social media groups and messaging apps, this harmful content can now spread virally, at scale before it reaches mainstream media channels.

The relentless focus on helping to create a digital world that is safe for everyone has been Crisp’s mission from day one. Today that passion extends to working with leading brands, global enterprises and social media platforms.

Statement:

'This work meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.”