Customer Support Technician

at SafeToNet in London

SafeToNet Customer Support Technician Job Description
SafeToNet (STN) is looking for a motivated, energetic and dynamic individual to be our next Lead Customer Support Technician. The company is in transition from a young startup into a potentially global business. We are looking for an experienced, fully committed individual with excellent technical abilities to take on a rewarding support role within this successful and growing company.
Under the direction of the Customer Technical Support Manager, this person will provide excellent customer service to our customers and act as the interface with the STN Development Department. STN are all about winning. We work hard as individuals, celebrate our successes as a team and have a lot of fun along the way. It's a fast-paced and collaborative environment where coaching, developing and winning is a true priority.

About SafeToNet:
We are an award winning, next generation digital parenting solution. It is aimed at families with children from 6-16 and we are focusing on helping parents with the issues of sexting, managing time spent on-line, cyberbullying, trolling, abuse, aggression and sextortion on social networks and messaging apps. What makes us different is that SafeToNet is a cognitive computing system. It uses natural language processing, big data analytics and all within a machine learning environment. This allows us to contextualise content (including emojis) and tell the difference between banter and aggression. We then block harmful incoming and outgoing messages in real time on a child’s device before it is seen and before the damage is done - no other company is doing this. We do not show the parents the messages, we do not snoop - we simply give a notification that there is a statistical chance that there is a risk (e.g. of sexting) and we offer advice and guidance right there and then from experts in this subject. Our software runs on iOS and Android devices and will soon be available on Windows devices too. We also provide a digital parenting resource which guides on other risks of the social web in according to the threats we identify.

Our first version, which is currently in trial, offers parents the ability to manage their child’s device remotely by viewing the apps they have downloaded and giving them (the parent) the ability to block individual apps, time-block apps or block the whole device. In September our first intelligent feature will be available and that will block sexting. Beyond that we will be introducing intelligent website blocking, sentiment analysis, machine learning to block harmful content and users and much much more.

Our vision is to become the Cybersafety platform for safeguarding children that people, businesses and government use to transform the fabric of communities, globally.


SafeToNet has an entrepreneurial Founder & CEO who, supported by an incredible team, has built the company over the last 2 years. Reporting to the Customer Technical Support Manager, the Customer Support Technician will have exceptional communication skills, is proactive and is a dedicated team player ready to assist with a range of activities within the organisation.

She/he will be a solutionist that is able to build relationships quickly and professionally. They will also have a burning desire to make a difference, constantly working to improve the service that we provide to our customers – so that we can deliver on our vision.

Customer Support Techinician responsibilities:

Act as the main point of contact for incoming customer support requests, investigating issues where the solution is not immediately apparent and escalating relevant issues with the company’s development team
Notify customers of expected disruptions and communicating timelines for provision
Proactively gather customer feedback, including areas for new product features
Assist in the testing of the product and offering feedback to the development team when appropriate- always thinking about the bigger picture

Make contributions to improve the processes of the customer support arm of the business and improve the service we provide for customers
Assist within other areas of this startup business with a ‘Can do’ attitude

Must have:
Proven experience within customer support in a technology business with a real passion to help people
Excellent IT skills including knowledge of current IT systems
Aptitude in problem-solving and decision-making
Self-motivated and able to work with minimal supervision
Ability to communicate with non-technical people on IT issues
Team player that loves making other people’s job easier- ready to assist with any task that may arise
Comfortable in a high-pressure environment with an ability to manage multiple tasks

Nice to have:
Demonstrated ability to work independently and cross-functionally with all level of employees and management
Solid organizational skills, follow up, and high attention to details
Strong self-confidence to take initiative to handle sensitive matters and exercise independent solid judgment

Our Ideal Candidate
Thrives under pressure and hates being bored
Has an infectious passion and enthusiasm for what they do and is excited by the idea of being part of the energy and dynamic of a fast-paced team
Learns things quickly - you’ll be exposed to a lot here and we move fast
An ability to think fast on your feet to react to and proactively prepare for issues before they arise

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Published at 02 Feb 2018
Expires on 02 Mar 2018