MoveIN provides international universities with a comprehensive SaaS solution used to receive and process applications to their programmes, and to manage relationships with contacts at partner institutions and employers.
As a senior member of the support team, you will be a key interface to our users, responding to enquiries and requests, from both university staff and candidates, and providing pro-active support that adds value to the solution and maintains our high levels of client satisfaction.
You will develop a good understanding of client requirements, in order to provide advice on the effective use of the product, manage resolution of issues, and requests for additional services, escalating as necessary to the services and product management teams.
Key responsibilities :
Establish deep understanding of existing product
Encourage and support clients in using features of the system to maximise value
Support MoveIN users; troubleshoot and manage client requests and email from applicants
Consistent and effective use of support tickets, development cards and other support systems
Participate in functionality testing for new features added to the system and bug fixes
Ensure high levels of customer satisfaction
Keep management informed by preparing reports on activity, performance and problems
Analyse and document client requirements
Utilise MoveIN configuration tools to support client requirements
Work alongside product management to plan and rollout new releases
Take ownership of critical problems, ensuring that the right actions are taken to investigate, resolve and prevent issues recurring
You should apply if you :
We’re looking for someone with at least 2 years’ experience working in a software support role, ideally with a SaaS product but this isn’t essential.
Are detailed oriented with excellent analytical skills
Can think creatively to solve technical product challenges
Are an excellent communicator, in English, both in writing and orally
A consultative manner, able to listen to and understand client requests and needs
Are willing to take ownership of a task and get the job done
Enjoy working as part of a team but can also work independently
Have knowledge of standard office and online applications (e.g. Excel, Jira, Trello, Teams)
Are well organized and able to prioritize and manage time effectively to meet deadlines
Not essential, however we’d prefer it if you have :
Worked previously with SaaS products
Experience with a highly configurable platform
Knowledge of the higher education sector
French and / or German language skills would be a bonus
What’s in it for you?
You will play a crucial role in the success of an exciting product, in an ambitious, high-growth company, in the international higher education sector
You will work as part of a friendly, dedicated, smart, enthusiastic, collaborative and diverse team
Competitive package
Flexible working
Focus on welfare ride to work scheme, global wellness team, Calm app, EAP and health plan, mental health first aiders, diversity and inclusion initiatives
Strong recognition and reward programs peer recognition platform, quarterly and annual awards, annual bonus scheme 
