GoReport is a leading provider of digital data capture and reporting software designed specifically for the built environment. Our solutions help professionals in construction, surveying, and property management streamline their workflows, reduce manual admin, and deliver high-quality reports with ease. With a strong focus on innovation and customer success, we empower our users to work smarter and more efficiently.
As part of our growing team, you’ll be joining a company that values collaboration, continuous improvement, and a commitment to delivering exceptional service to our customers.
As a Customer Support Executive, you are a key and integral part of the GoReport team. You will be responsible for;
First Line Customer Assistance
* Respond to inbound customer inquiries via phone, email and live chat promptly and professionally, redirecting to team members where needed
* Comprehensively document and communicate customer issues in our CRM system to ensure a clear transfer of information internally and seamless experience for the customer
Technical Troubleshooting
* Diagnose and resolve technical issues reported by customers, documenting and redirecting to team members within Operations or Technical team where necessary
Product Knowledge & Feedback Collection
* Become an expert in the GoReport product and stay up-to-date with the latest features and updates to provide informed and helpful assistance to customers
* Gather customer feedback to communicate to our product development team to ensure continuous improvement
Documentation
* Contribute to the development of and updates to customer support documentation to assist customers in finding answers to common queries independently
Cross-functional Collaboration
* Collaborate with other departments including Sales and Product Development to address customer needs and provide a seamless customer experience
Qualifications:
* Minimum 2+ years experience working within a Customer Success or Customer Support role, ideally within a tech/software-as-a-service business.
* Customer-centric mindset with a passion for delivering exceptional customer service and ensuring customer satisfaction
* Approach challenges with a solution orientated approach and a team spirit
* Ability to react quickly and effectively when dealing with challenging situations
* Produce consistently high quality, accurate work even whilst under pressure
* Excellent written and personal communication skills. Ability to explain technical concepts in a clear and concise manner
* Flexible and willing to adapt as part of a fast-changing company
* Proficient IT skills in using Microsoft Office software.
* Understanding of using CRM, Helpdesk or other business software solutions
* Desire and commitment to grow you career
Application Process
* 1st Round: Initial phone screening
* 2nd Round: Panel Interview & Task with Hiring Manager and Team Members
* 3rd Round: Final interview with CEO