Job Title: Incident Coordinator
Location: London, Waterloo - Hybrid
If you’d like to make the online world a safer place, come and join us.
About iProov:
iProov is the world leader in face biometric verification. We are on a mission to make the Internet a safer place for businesses and consumers and work with fantastic customers across a number of industry sectors - organisations using our technology include the US Department of Homeland Security, the UK Home Office, the NHS, Eurostar, the Australian government, the Singapore government, UBS and many more.
Diversity at iProov is about reflecting the customers we serve, holding the principles of equality and inclusion at the heart of everything we do and all that we stand for, embracing differences, creating possibilities, and growing together. We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our purpose.
iProov is embarking on the next stage of its exciting and ambitious growth plan. As such there is the need for the right person, with a passion for solving problems, providing excellent service, and collaborating across teams, to join our growing Technology Operations Support team as an Incident Coordinator. This role involves direct interaction with customers, with the primary objective of delivering prompt, relevant responses to inquiries, thereby enhancing satisfaction and safeguarding the company's reputation
You will need the ability to communicate effectively with a wide range of external and internal stakeholders with a keen eye for detail and problem solving to triage, diagnose, and troubleshoot problems that arise. In doing so, you will have the opportunity to improve customers' understanding of our products as well as influence future developments based on escalations to our product development teams.
How you’ll make an impact:
- Act as the initial contact point into iProov for customer and partner queries and driving any service issues through to resolution
- Perform 1st line application support to all incoming tickets to the customer service desk: triaging, diagnosing, troubleshooting, resolving where possible, and managing escalations to second line Technical Support Engineers and then third-line support when required
- Manage and maintain our customer knowledge base, identifying any gaps that need to be closed on frequently asked queries
- Collaborate with other teams in iProov to address customer and partner queries that involve cross functional team interaction
- Act as a liaison between technical teams and business stakeholders, translating technical issues into business impact.
- Communicate incident and problem management updates to relevant stakeholders.
- Identify and analyse incident data to identify underlying recurring issues and propose preventative measures as part of continual service improvement.
- Prepare post-incident reports and conduct incident review meetings with stakeholders.
- Maintain a problem management database to track and document root causes and resolutions.
- Tracking all Problem records and appropriate actions through to resolution involving the management E2E of internal improvement initiatives
- Chairing regular Problem review boards and tracking Problem record progress
- Support and participate in audits where necessary
We tend to look for people with:
- Confidence in communicating with a wide range of developers and technical resources
- Excellent communication skills with an attention to detail
- Ability to work in a busy environment and “wow” the customer while protecting iProov’s business reputation
- Ability to prioritise tasks and requests while balancing both customer needs and iProov capability
- Be a great team player in a cross functional environment
- Be capable of working independently and handling variable ticket volumes accordingly
- A can-do attitude, eagerness to learn and make an impact
- A technical understanding with as many of the following products as possible.
Benefits
- 25 days Annual Leave, plus 8 Bank Holidays
- 3200 Share Options allocated after passing probation (6 months of service)
- Vitality Health - a range of options available on this below
- Life Assurance
- SmartHealth - Access to private GP, Psychologist, Nutritionist along with tailored fitness plans for both you and your family
- Award winning L&D platform to continue your development with personal allocated training budgets
- Enhanced Maternity leave package
- Pension - 5% employee, 3% employer
- Flexible working – remote/office etc.
- Free Barista Coffee/Tea, biscuits and fruit in the office
- Free access to WeWork discounts and free online well-being sessions
The Vitality Programme includes a number of reward benefits that all employees have access to as part of the plan, for example:
- 50% off monthly gym memberships
- Apple watches significantly discounted based member vitality status
- Half price trainers with Runners Need
- Weekly rewards – Free coffee with Café Nero
- Monthly rewards – Free Cinema ticket
- Discounts on travel with Expedia (hotels) and Mr & Mrs Smith with discounts getting greater throughout the year based on a members vitality status
- Amazon prime free months based on activity
- Up to 25% cashback at Waitrose when buying healthy foods
- 75% off stays at Champneys Health Spas
- Allen Carr’s £299 no smoking programme for free
- Access to Vitality Healthy Mind with 30% off Headspace subscriptions and the ability to earn Vitality points for using Buddhify, Calm and Headspace
- Discounts on Weight Watchers
- 50%-80% off Comprehensive Private Health screenings