The Role
This is a full-time, office-based role within our Support & Onboarding team, offering plenty of variety, customer interaction, and technical problem-solving.
You'll be the first point of contact for new customers getting set up on our software, guiding them through the onboarding process and providing ongoing support as they learn the system. You'll work closely with internal teams to ensure customers experience a smooth transition, complete their setup correctly, and understand how to use the product effectively.
The role involves a blend of investigating support queries, helping users troubleshoot issues, walking them through features, and ensuring they feel confident and supported from day one.
Other responsibilities include:
* Handling incoming support queries via telephone and email
* Logging, tracking, and updating cases using our in-house systems
* Testing new features from a support/user perspective
* Assisting with system setup, data migration checks, and user configuration
* Working with a friendly, close-knit team to resolve customer issues efficiently
You'll need strong IT skills, a logical mindset, and great communication abilities. Full training will be provided on our software and internal systems.
Because migrating to a new platform can be overwhelming for customers, the ability to reassure users, explain technical steps clearl...