Hardware Support Engineer // Pointy

Role: Hardware Support Engineer

We are currently hiring for the position of Hardware Support Engineer. This is an entry level position, and the successful candidate will be part of our Customer Support Team, providing essential support across the entire company.

Tasks

Daily tasks will include, assisting the customer support team with the Installation, maintenance and fault finding of the Pointy hardware. You will be responsible for the Pointy hardware and configuration of that hardware to suit customer equipment and needs. Also maintain stock levels and spare parts for shipping.

Qualities

Your primary qualities will be a technically adept person with experience in engineering, electronics and/or software. Good problem solving skills are a must, and also being able to communicate with people who are not technically inclined. You should be ready for a high level of commitment to an intense and challenging company in a fast-moving startup environment.

Company

Pointy is a Dublin-based start-up with substantial backing from top-tier international investors. Our founding team is ex-Google, ex-Oxford, and previously sold a startup to Google. You’ll be joining a stellar team at an early stage. We’re going to have a lot of fun, and we want you to join us.

Essential Requirements:

  • Qualification in Engineering, Software and/or Electronics.
  • Basic understanding of cellular telecommunication systems.
  • Basic understanding of serial and digital communications.
  • Good understanding of electrical and electronic principles.
  • Comfortable with working as part of a team as well as on one’s own initiative.
  • Determination, grit and a hard-working, positive attitude.
  • Organisation, attention to detail and an ability to strictly adhere to processes.
  • An aptitude for creative problem-solving and reading between the lines.

Bonus Requirements:

  • Experience dealing with bespoke protocols.
  • Experience with POS systems.
  • Experience with retail systems and software.
  • Previous experience in a small retail or family business.
  • Previous entrepreneurial experience or time spent in early stage start-ups.
  • Leadership and team management potential.

Apply:

Interested candidates should send a cover letter and CV to jobs@pointy.com

Customer Support Agent // Glofox

Customer Support Agent

Glofox is an exciting, fast paced SAAS company, servicing gym and fitness studio owners across more than 20 countries. The 28 strong team is growing rapidly from our Dublin base, with no sign of slowing down. We have a mission of becoming the backbone of the fitness industry by providing innovative software that saves time, increases retention and ultimately, helps studio and gym owners become more successful.

We are planning on doubling our growth in 2017 and to maintain our excellent customer service, we are now seeking to expand our Customer Support Team.

Purpose

Accountable for supporting our diverse customer base predominantly by email but also by phone.

Accountable for owning customer support issues all the way from initial contact right through until resolution.

Working Hours

Glofox services an international market place so the successful applicant will be required to work shifts on selected days during the week and potentially a weekend day on rotation. Please note that this is not a remote position.

Day to Day Responsibilities:

  • Provide excellent easy to understand support throughout our various support channels.
  • Identify potential technical issues and report same to our product team.
  • Communicate resolution of issues clearly and effectively to clients.
  • Contributing to our knowledge base and taking own initiative in respect of articles and saved replies.
  • Building positive working relationships with our diverse customer base.
  • Identify and take ownership of problems or issues within a customer and work with the customer to mitigate or resolve them
  • Demonstrate product capability and functionality
  • Work with our customers and our product management team to identify new features that will make our product more valuable to our customers
  • Maintain customer and update details in our CRM

Skills:

  • Excellent customer relationship skills
  • Strong levels of empathy and ability to really understand the customer’s pain
  • Ability to understand how business management software can solve business problems
  • Commercially astute
  • Experienced in successful customer management by phone
  • Understanding of SaaS based business models and cloud based solutions
  • Understanding of CRMs and support ticket management software
  • Experience in fitness related industries highly desirable however not required
  • Two or more years’ experience in a Customer Service role for a software company
  • Two or more years’ experience in a customer phone based role

Education & Professional Accreditations

Ideally degree level education or equivalent relevant experience.

Location

The role will be office based in our new office in Sandyford, South County Dublin

What can Glofox offer the successful candidate?

The successful candidate will get to work for one of Ireland’s fastest growing SaaS companies. We sell to a global market and this is a great opportunity to operate at an International Level. Along with a competitive salary, we will provide excellent personal development and coaching to enhance your Customer Support skills.

To apply please send your CV to careers@glofox.com

Customer Success Manager // Glofox

Customer Success Manager

Glofox is an exciting, fast paced SAAS company, servicing gym and fitness studio owners across more than 20 countries. The 28 strong team is growing rapidly from our Dublin base, with no sign of slowing down! We have a mission of becoming the backbone of the fitness industry by providing innovative software that saves time, increases retention and ultimately, helps studio and gym owners become more successful.

We are planning on doubling our growth in 2017 and to maintain our excellent customer service, we are now seeking to expand our Customer Success Team.

Purpose

You will be accountable for ensuring that our customers are onboarded correctly and successfully adopt the product. You will become a trusted advisor to the customer.

You will be accountable for retaining a portfolio of customers, preventing customer churn and identifying and closing upsell opportunities with existing customers.

Working hours

Glofox services an international market place so the successful applicant will be required to work shifts on selected days during the week. Please note that this is not a remote position.

Day to Day Responsibilities:

  • Build trust and long term relationships with all Glofox users within the customer organisation.
  • Identify and influence decision makers responsible for the use of Glofox solutions within customer organisations.
  • Provide On-Boarding, Training and on-going customer support for assigned customers.
  • Track and monitor customer’s account status and identify any areas of concern.
  • Work jointly with the customer to develop a Customer Success Plan for nominated customers.
  • Harvest Customer Success Stories and testimonials from customers capturing business outcomes.
  • Identify and take ownership of problems or issues within a customer and work with the customer to mitigate or resolve them.
  • Demonstrate product capability, functionality and potential business outcomes.
  • Work with our customers and our product management team to identify new features that will make our product more valuable to our customers.
  • Maintain customer and product usage intelligence in our CRM.

Skills

  • Excellent customer relationship and consultative sales skills.
  • Ability to understand how business management software can solve business problems.
  • Commercially astute.
  • Experienced in successful customer management by phone.
  • Strong negotiation skills.
  • Good understanding of fitness industry and of existing customers and their business.
  • Understanding of SaaS based business models and cloud based solutions.

Experience:

  • Two or more years’ experience in the role of Customer Success Manager or Customer Service role.
  • Experience in fitness related industries highly desirable however not required.
  • Two or more years’ experience in a customer phone based role.
  • Experience of requirements gathering, i.e. understanding a customer’s needs and developing appropriate solutions to meet those needs.
  • Candidates with strong Customer Service experience and willing to move into a Customer Success Role will be considered.

Education & Professional Accreditations

Ideally degree level education or equivalent relevant experience.

Location

The role will be office based in our new office in Sandyford, South County Dublin

What can Glofox offer the successful candidate?

The successful candidate will get to work for one of Ireland’s fastest growing SaaS companies. We sell to a global market and this is a great opportunity to operate at an International Level. Along with a competitive salary, we will provide excellent personal development and coaching to enhance your Customer Success leadership skills.

To apply please send your CV to careers@glofox.com