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Technical Support Specialist

Yoto

Yoto

This job is no longer accepting applications

See open jobs at Yoto.
IT, Customer Service
United Kingdom
Posted on Thursday, February 8, 2024
Operations · Yoto Headoffice - UK · Hybrid Remote

Technical Support Specialist

We’re looking for a Technical Support Specialist to play a key role in delivering outstanding customer support across all platforms and specialise in technical support for all our products.

We’re looking for a Technical Support Specialist to play a key role in delivering outstanding customer support across all platforms and specialise in technical support for all our products. You will improve your abilities through training and support from Yoto and improve our products through the feedback you give to our management, development and technical teams through the systems you use.

About Yoto

Yoto is a screen-free interactive audio platform for kids. We make carefully connected audio players that kids control, with no microphones, cameras or ads. We have a catalogue of audio that inspires creative play and learning with 1,000+ titles in our card store from top creators, publishers and labels - think LEGO, Disney, Marvel, Roald Dahl and Sony. We also create Yoto Originals like this one.

  • Featured in Bloomberg’s 25 UK startups to watch in 2023.
  • Second fastest growing tech company in the UK, in Deloitte Fast50 2023.
  • Named one of TIME Magazine’s Top 100 Inventions of 2020
  • Winner in Good Housekeeping’s 2022 Parenting Awards.
  • We’re 110+ employees spread across the UK, US and France.. and growing!

We’re on a mission to be the soundtrack of childhood, and help families on their own unique adventures. By creating products that inspire independent play, we help families discover and grow with an inspiring world of audio - and we would like you to help us achieve it!

Yoto’s Customer Happiness Team

We are fortunate to have a wonderful, growing community of Yoto customers, and the Happiness Team has the crucial job of looking after them.

Our potential and existing customers like to get in touch with us from all regions of the world, although most are located in the USA and UK, and they can contact us through many channels, including email, live chat and social media.

The main aim of the team is to provide unparalleled service across all platforms. As we are growing fast with customers across the globe, we are increasing the number of people within the team, so that we can give our customers 24/7 support.


What you’ll be doing:

  • Communicate directly (via email, live chat and social media) with Yoto customers requiring technical assistance

  • Help with troubleshooting technical issues reported by users:
    • guide customer to describe issues in sufficient detail, and eliminate known issues

    • investigate technical status dashboards and debug logs to identify issues

    • confirm whether issues can be consistently replicated on our end

    • categorise issues

    • collaborate with Yoto’s Engineering team where an issue can’t be easily identified and/or resolved

  • Document known issues and educate Customer Happiness team how to resolve

  • Collaborate with Product Managers to continuously improve support pages and self-help solutions based on experience with incoming customer questions and issues

  • Collaborate with Customer Happiness Manager in exploring new technologies, such as AI

  • Provide feedback to Product and Engineering teams to reduce number of issues/enquiries raised by customers and/or improve efficiency

    What you’ll bring:

    • Demonstrated experience resolving IT or Technical support issues in a fast-paced tech environment
    • Capacity to understand all Yoto Products (Players, Apps, Website) down to last obscure technical feature or detail
    • Great understanding of basic technology concepts (networking, computing, mobile OS, connected devices)
    • Detective skills – ability to quickly narrow down the potential causes of issue, whilst triple checking all claims/facts
    • Patience to explain multiple times required steps to (often frustrated) customers
    • Good proactive solution proposals, acting to ensure customer happiness
    • Ability to clearly and empathetically resolve technical matters with customers
    • Comfortable working remotely using your own computer set-up as well as a variety of cloud-based software solutions - proven success in a remote working role would be advantageous
    • A friendly, positive and outgoing personality with a hands-on mentality, willing to roll your sleeves up, and deliver to agreed targets
    • Team player - happy to roll up your sleeves and get stuck in, in order to get the job done
    • Ideally, but not a prerequisite, Gorgias/Zendesk/Front or similar help desk solution experience
    • Ideally, but not a prerequisite, experience with Shopify
    • Ideally, but not a prerequisite, fluency in French or Spanish

    Salary: Up to £30,000 based on experience

    What you can expect from us:

    • Hybrid working with a choice based approach - we would love you to come into the office as much as possible, with a minimum of once or twice a month.

    • A Work from Anywhere policy that gives you the opportunity to work from a different location for a temporary period.

    • 25 days’ holiday per year, plus bank holidays.

    • Extra leave for service - 1 extra day for every year worked after you hit your 2 year anniversary, up to a maximum of 5 extra days.

    • Life Assurance cover (3 x your salary) from day one.

    • Income Protection (long term sickness cover of 75% of your salary for up to 2 years) from day one and company sick pay that increases with length of service

    • Enhanced parental leave policy.

    • Personal Learnerbly development budget of £200 per year (awarded after successful completion of your probation).

    • Your own Yoto player and starter pack of cards!

    • 2x volunteer days a year.

    • A collaborative tech-focused creative environment.

    • Company socials and celebrations, including our annual YotoFest!

    Equity and Diversity

    At Yoto, our mission is to be the soundtrack of childhood, and help families on their own unique adventures. Our success is rooted in unwavering commitment to our core principles—Kids in Control, Helping Families, Building with Empathy, Embrace Difference, and Playfully Inquisitive.

    At Yoto, flexible working and autonomy are key to us. We support working parents because we know that life and work need to work together. And just as we share audio content from a diverse community of creators, we also strive to build a diverse and inclusive team. Our passionate DE&I group raises new voices, beliefs, and perspectives to help everyone at Yoto feel heard. Check out our website for more info on our approach to People and Planet.

    Department
    Operations
    Locations
    Yoto Headoffice - UK
    Remote status
    Hybrid Remote
    Operations · Yoto Headoffice - UK · Hybrid Remote

    Technical Support Specialist

    We’re looking for a Technical Support Specialist to play a key role in delivering outstanding customer support across all platforms and specialise in technical support for all our products.

    Already working at Yoto?

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    This job is no longer accepting applications

    See open jobs at Yoto.