Helpdesk Coordinator

Job description

About OpenCorporates

OpenCorporates exists to make information about companies and the corporate world more accessible, more discoverable, and more usable, and thus give citizens, community groups, journalists, other companies, and society as a whole the ability to understand, monitor and regulate them.

 

We're based in Hoxton, in the heart of London's technology hub.

 

Our mission

OpenCorporates is the largest open database of companies and company data in the world, with in excess of 170 million companies from over 130 jurisdictions. Our primary goal is to make information on companies more usable and more widely available for public benefit, particularly to tackle the use of companies for criminal or anti-social purposes, for example corruption, money laundering and organised crime.

 

Our customers include the likes of Mastercard, PwC, CapitalOne and Factset. By charging commercial users for proprietary access to the structured data, we can make our data available for free to journalists, NGOs and academics via our website and API. You can read more about the impact we have, and the data side of things, on our blog.   

 

What you'll do in the role

  • Acts as a centralised first point of contact for clients, providing them with excellent customer service in a new dedicated Helpdesk support role. 
  • Respond to requests for assistance in person, via phone, chat or email and log all help desk interactions which will help us understand how we can improve efficiency.

  • Handle first level contact utilising existing processes.

  • Identify and escalate situations requiring urgent attention.

  • Follow up with clients to ensure complete resolution of issues.

  • Undertake client facing tasks.

  • Capture incoming queries and add them to CRM (pipedrive). 

  • Proactively look to improve the information the Helpdesk has to respond to queries and the breadth of the role. 

  • Gather information where Data and Commercial have previously responded to be more effective in providing future responses.

Requirements

Key Skills

  • Experience assisting customers in a helpdesk or online customer support role.

  • Great oral and written communication skills.

  • Act proactively to build out the new helpdesk role. 

  • Problem analysis and solving.

  • The ability to track down answers to customer's problems. 

  • Adaptability.

  • Team interaction.

  • Interest in data and our products and the ability to absorb and retain technical and domain information. 

  • Patience for dealing with difficult customer-service situations.

Benefits

  • Competitive salary depending on experience.
  • We offer 26 days holiday (plus public holidays).
  • We will add you to our pension scheme.
  • Are you interested in a conference, training course or book? You got it.
  • If you want to work remotely sometimes because kids, Amazon deliveries, plumbers, sick cat etc., that's cool. 

Equal opportunities

  • We are an equal opportunity employer and value diversity at our company.
  • We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.