Do you know how to turn an angry customer into a happy one? Know your WYSIWYG editor from your HTML code? Want to work in central London for a fun and friendly DIY website provider as part of a dynamic team? If so, read on...
About us
Moonfruit provides the software and hosting that enables people to build their own websites and online shops. Our drag-and-drop website builder is so easy to use that you can get a site up and running in minutes. Our goal is to help people with no technical skills to set up their business, project or passion online and share it with like-minded people. We’re a fast-growing, innovative, design-led business with legions of small and medium-sized business customers. Our products give customers the power to design and curate their site in one place and then ‘publish once, be everywhere’ across platforms and devices, with total design control.
Our culture
Based in central London’s creative district, we’re a relaxed office which likes to work hard and then socialise, from our International Food Day and Bring Your Brainchild to Work events, to the Summer Sports Day and 50s-themed Christmas bowling party. We’re passionate about our people, and our people are passionate about working for Moonfruit. Want to see what we got up to last year? Check out our Moonfruit 2012 Retrospective
The Customer Support team
Our website builder has been used to build nearly 6 million websites over the last 12 years, by customers ranging from community groups and sports clubs, to boutique shops and portfolio sites for photographers. As the first point of contact, our agents are the front face of our company who work collaboratively, via a ticketing system, to ensure the best possible service for our customers. These customers range from internet novices to technical and design experts so you will need to be able to communicate with a wide range of people and not only to understand but to pre-empt the issues they face.
About you
We’re looking for someone who’s bright, friendly, experienced in customer service and understands how websites work. We give ongoing training to all our staff and are keen for them to progress to roles involving leadership and responsibility.
You are:
A problem solver
Dedicated, enthusiastic and willing to go the extra mile
A strong team player, but capable of working remotely
Fluent in written and spoken English
An effective communicator, calm under pressure, polite, professional and helpful
Knowledgeable on web-based applications and browsers
Experienced in supporting customers using different operating systems (Windows and Mac) and web browsers
Experienced (at least 12 months) in a first-line support role (internet or software)
Experienced at resolving issues via phone, email and (ideally) via social channels (forums, Facebook, Twitter, etc)
Able to prioritise your tasks and workload
Able to work to set KPIs and quality measures
Available to work weekends as part of your 5 day schedule (5 days on/2 days off)
In this role you will:
Respond to user queries and technical issues by email and our web-based support system
Provide telephone support to customers on premium packages
Take ownership of problems, resolving them where possible and escalating where not
Identify software bugs and escalate more complex issues as necessary
Provide feedback to developers, the test team and systems administrators
Liaise with colleagues throughout the company, from marketing to developers
Be a source of inspiration by bringing new ideas and suggestions to work
Help customers get the most out of their website/s, which for many of them is their business
Aim for clear communication, a quick resolution and a high level of customer satisfaction
The role may include weekend cover which can be conducted remotely at home
Bonus points if you:
Have created your own website
Are familiar with Moonfruit and our software
Have experience speaking to customers via social media
Are familiar with domains and email management
Like making cakes, curries or quiches and bringing them to work
Salary and benefits: Salary according to qualifications and experience. Moonfruit offers generous benefits including discretionary annual bonus, private health care, pension scheme and 25 days holiday.
Contact: send your CV and letter to: jobs@moonfruit.com