Customer Support Specialist

We are Manufacturing the Future!
Geomiq is a London based start up, dedicated to revolutionising conventional manufacturing by offering engineers worldwide instant access to reliable production methods through our digital platform. As the UK’s leading Digital Manufacturing Marketplace, we provide an innovative B2B MaaS (Manufacturing as a Service) solution powered by AI, seamlessly connecting buyers and sellers to enhance efficiency and productivity.
Join us in our mission to work with leading brands like BMW, Rolls Royce, Brompton Bikes, and Google, and even support space missions.
Check out our website!

Our platform:
Geomiq offers a revolutionary platform that completely digitizes the quoting and ordering process for custom manufactured parts, ensuring the highest operational and quality outcomes. Our primary customers include Design Engineers, Mechanical Engineers, and Procurement teams, all of whom are involved in creating the world’s most innovative products.
See our platform in action!

About the role:

As a Customer Support Specialist at Geomiq's you will play a pivotal role in ensuring our clients have a seamless experience with our digital manufacturing platform. You will be the primary point of contact for customers, addressing their inquiries, resolving issues, and providing guidance on utilizing our services effectively. Your efforts will directly contribute to customer satisfaction and the overall success of our platform. This position will be working onsite from our office in Maia, Porto.

Main responsibilities:

• Customer Assistance: Respond promptly to customer inquiries via phone, email, and chat, providing accurate information about Geomiq's products and services.
• Issue Resolution: Diagnose and resolve customer issues efficiently, escalating complex cases to relevant departments when necessary.
• Product Training: Conduct customer demos and training sessions to maximize platform usage and adoption.
• Feedback Collection: Gather customer feedback and share insights with internal teams to drive continuous improvement.
• Account Management: Maintain customer accounts, ensuring all information is up-to-date and accurate.
• Collaboration: Work closely with Account Managers, Account Executives, and the Customer Success team to ensure a cohesive approach to customer satisfaction.

Experience Required:

• Bachelor’s degree or 1 to 3 years of Customer Support experience
• At least 2 years experience in a customer-facing role, ideally within a tech-enabled platform or SaaS. Previous experience in a helpdesk, call centre, or customer success role is highly valued.
• Experience troubleshooting customer issues, walking users through platform navigation, and resolving tickets via CRM or helpdesk software
•  Hands-on experience conducting customer demos or training sessions to showcase product benefits.
• Strong communication skills via phone and email.
•  Proven creative problem-solving approach and strong analytical skills.
• Familiarity with Customer Relationship Management (CRM) tools like HubSpot.
• General tech-savviness, with the ability to learn and adapt to new tools and systems quickly.
• Fluency in English is mandatory.
• Willing to work onsite from our office in Maia, Porto.

Desired experience:

• Proven track record in managing and building client relationships or account management.
• Experience in sales, preferably within the manufacturing industry or a related sector.
• Manufacturing Industry Knowledge: Understanding of engineering, 3D printing, CNC machining, or digital manufacturing is a plus.

Benefits:

• Competitive Salary: We offer pay that reflects your skills and the value you bring.
• Stocked Kitchen: Enjoy snacks, fresh fruit, and drinks all day.
• 22 Days Annual Leave: Recharge with 22 days off, plus public holidays.
• Birthday Off: Take an extra day to celebrate your birthday.
• Christmas Shutdown: Relax over the holidays with additional company-wide time off.
• Pet-Friendly Office: Bring your dog to our pet-friendly workspace.
• Team Events: Connect with colleagues through monthly team-building activities.
• Career Growth: Benefit from our focus on internal promotions and development.
• Expanding Perks: Look forward to more benefits as we grow