Job Description
Technical Service Executive - SaaS - incredible Retail tech
💵 Salary up to £30,000
💥Customer facing role with a wide remit
Hybrid / remote role - but must have access to Reading Regularly
🍕Great perks and benefits
This role is perfect for a graduate with 6 months to 1 year post graduation work experience, or perhaps someone with no degree but with 2 years experience in Customer support, but with a technical edge. You'll work within a growing and thriving team to support customers on software support issues as a 1st line agent.
The Company
A VC backed, incredibly high growth SaaS scale up, working with a range of enterprise retail accounts. The team are an intelligent, lively and highly driven bunch.
The Role
As a member of the Technical Support Team, you will be responsible for a host of reactive and proactive customer activities. You will be the primary point of contact via telephone and email for customers with support queries.
In addition you'll work across the onboarding teams, helping train and educate customers in how to use the products
You will be used to working in a team, and have great interpersonal skills both internally, and externally.
The successful candidate will be required to be in the Reading office at least 3 - 4
Responsibilities
* Provide remote technical support to all our clients
* Provide initial response and then Triage of client tickets
* Helping to manage the customer onboarding process
* Working with senior stakeholders at both internally and externally
* Update and manage support tickets to completion via our ITSM system
* Update client information on our CRM system (Salesforce - Service Cloud)
* Prepare for and deliver weekly ticket calls and provide updated ticket lists, liaising directly with clients
* Adhere to the internal and external support SLA’s
* Escalate client tickets when required
* Engage with client to deliver real insight & added value through case and ticket management
The Person
* You'll have around a years experience supporting a software product in another environment
* Excellent communication and interpersonal skills - a confident speaker
* ability to translate technical terms to non technical people
* Experience of Jira and Hubspot useful
* A brilliant team worker - you thrive with both internal and external teams
* Ideally service cloud experience
Get in touch with Chloe for more information