Customer support executive

Pay: £28,000.00 - £35,000.00 per year.Hybrid working (3-days per week in the office)The RoleOur client is looking for a technically capable and detail-oriented Customer Support Executive to join their team. This is an individual contributor role focused on resolving technical and product-related issues raised by users of their software. You will be the engine behind the support function investigating problems, co-ordinating with internal teams, and driving issues through to resolution.This role suits someone who takes pride in clear, thorough diagnosis, is comfortable working with both customer facing and technical teams, and who wants to develop deep expertise in a software and consultancy environment.This role will suit somebody with a desire to drive positive change in social sustainability, ready to play a key role in the continued growth of the company as part of a small but agile team. The successful candidate will play a pivotal role in helping customers report their positive impact on society.Key ResponsibilitiesReport to the Head of Customer Success your performance against objectives and targetsTake full responsibility for managing Help Desk enquiries from our customers, ensuring quick, thorough, and empathetic responsesOwn the end-to-end lifecycle of support tickets from intake and triage through to resolution and closurePrioritise and manage a queue of open issues, ensuring SLAs are met and critical problems are escalated promptlyInvestigate and diagnose product issues, reproducing problems and identifying root causesCo-ordinate with engineering, product, and success teams to drive resolution of complex or recurring issuesCo-ordinate with success managers on communication with clients for more complex issues.Identify patterns in recurring issues and work with product and engineering teams to address root causes and reduce ticket volumeProvide structured feedback to the product team based on support trends, bugs, and usability issues observed in the fieldMaintain clear and accurate records of issues, investigations, and outcomes in the support platform and CRMContribute creative and innovative ideas to the team, challenging existing methods and contribute to the development and continuous improvement of support workflows, tooling, and documentationBuild and maintain internal knowledge base articles, troubleshooting guides, and runbooks to improve resolution speed and consistencyTrack and report on key support metrics including response times, resolution rates, and SLA compliancePerson SpecificationEssential knowledge & experience:25 years of experience in a technical support, application support, or software helpdesk roleStrong analytical and problem-solving skills, with the ability to diagnose issues methodicallyClear and professional written communication skills able to document issues, investigations, and resolutions accuratelyExperience working with support or ticketing platforms (e.g. Hubspot, Zendesk, Jira Service Management, Freshdesk)Comfortable working cross-functionally with success, engineering and product teamsOrganised and self-directed, able to manage a queue of concurrent issues independentlyDesirable knowledge & experience:Familiarity with the concept of Social Value in public sector procurementAdept user of the HubSpot CRMExperience supporting enterprise SaaS or bespoke software productsExperience writing technical documentation or knowledge base contentSkills:Technical Support Analytical And Problem Solving Ability to Prioritize Collaborate Organised and self-directedBenefits:Company Bonus Company Events Hybrid working Purpose driven business Rapidly growing businessWHJS1_NI