Customer Support Specialist

Type: Full Time / 40 hours per week, worked over 5 days. Saturday is a required working day, with one weekday off each week.
Location: Remote in UK or Portugal only.
Salary Ranges:

UK: £30,000 - £36,000 
Portugal: €18,000 - €24,000

Who We Are

Focal Systems is a pioneering Silicon Valley startup, leading the charge in retail AI solutions. We're on a mission to automate and optimise brick-and-mortar retail using cutting-edge deep learning computer vision. We've already made a significant impact, with our solutions deployed at scale with some of the world's top retailers and we're expanding rapidly and looking for exceptional talent to join our journey within our UK and European team. We're searching for smart, creative, and passionate individuals who are eager to learn, enjoy critical thinking, share our core values, and are excited about building a great and enduring company with us.

What We Are Looking For
We are looking for a Customer Support Specialist to play a critical role in supporting our customers. The ideal candidate will use both empathy and technical skills to understand and address customer issues. In this role you will develop a deep understanding of our systems and the ability to confirm issues and route them to the appropriate resource for resolution. Note: This role requires Saturday workdays. 

What You'll Do

• Triage and resolve customer requests via Zendesk and internal tools 
• Investigate time-sensitive issues using data to confirm root cause before escalating
• Build deep working knowledge of Focal's systems well enough to diagnose issues independently
• Communicate clearly with both technical and non-technical stakeholders, in writing and verbally
• This role requires working Saturdays. 
  
  

What You Need

• 2+ years remote customer support/troubleshooting experience
• Strong written English (formal and casual)
• Comfortable reading data/logs to validate an issue before routing it 
• Experience with Zendesk, Jira, or similar ticketing/tracking tools
• Resilient in a fast-changing, unstructured environment; can prioritize independently
  
  

Why Focal Systems

• Strong Values and Mission: We are a tightly-knit team with an ambitious mission and a strong set of core values, which define our approach to business and have successfully guided us since inception
• Exceptional Team: We are a team of hard-working, fun-loving professionals from some of the most eminent universities, research labs, and tech companies of our time. We pride ourselves on recruiting exceptional individuals to help us redefine the state-of-the-art
• Outstanding Partners: We work with 10+ of the largest retailers in the world and have a world-class roster of investors, advisors and partners to support & advise us in our endeavors
  
  

Benefits
We care deeply about the health, happiness, and wellbeing of all our employees. We offer:

• Competitive Salary 
• Generous Paid Time Off 
• Pension
• Sick Leave
• Parental Leave
• Learning and Development Budget