Customer Support - SaaS - Up to £25,000 + Benefits
Fully Remote
Are you passionate about solving problems and providing exceptional customer service? Are you tech-savvy and eager to learn new software? If so, we want to speak with you.
Our Client;
They are an award-winning software-as-a-service (SaaS) company. Their mission is to help clients maximise efficiency and profitability through automation. They strive to drive change across the industry by reducing waste and promoting sustainability. They invest in their employees' growth and development, fostering a dynamic and enjoyable work environment.
Role Responsibilities
- Be the first point of contact for clients, providing Tier 1 software support via Service Desk, Email, Telephone, and Screen Share.
- Update the CRM system with client feedback and requirements.
- Please take ownership of client issues and make sure of thorough resolutions.
- Use problem-solving skills to find the root cause of client queries.
- Understand the customer's business operations and advocate for client needs.
- Communicate with clients in non-technical terms.
- Proactively identify and escalate unresolved issues.
- Deliver exceptional customer service and contribute ideas for future enhancements.
- Maintain a detailed knowledge base and troubleshooting documentation.
- Achieve and maintain relevant KPIs and SLAs.
- Work collaboratively with a talented team focused on solving problems and enhancing customer satisfaction.
Required Qualifications and Experience;
- Previous experience in Customer Service / Support.
- Tech-savvy with an aptitude for learning new software.
- Experience using and contributing to an AI knowledge bot.
- Strong communication skills, able to explain software in non-technical terms.
- Resilient and patient, with excellent problem-solving abilities.
- Strong multitasking skills.
- Willingness to travel.
Desirable Experience;
- Previous experience in SaaS B2B
- Experience using tech to provide support via Service Desk, Email, Telephone, and screen share
- Familiarity with Slack
Personal Traits;
- Motivated self-starter eager to tackle new challenges
- Forward-thinking and adaptable
- Comfortable working independently in a remote environment
Benefits:
- Health Cash Plan through Health Shield
- Company laptop provided
- Business mileage reimbursement
- 33 days of holiday (including public holidays) + your birthday off
- Additional holiday days accrued annually (up to 5 extra days)
- Opportunities for career growth and development