Ref.: 213612655 | 2021-09-13 12:57:44
SaaS – Customer Support Team (Level 1.)
Town: London | County: London | Country: United Kingdom
Description: WasteRecruit are working with an award winning software company to support the recruitment into the Customer Support Team. This is an online web application specifically for the Waste & Recycling industry. We're an energetic team that love challenges and really enjoy our jobs. The company client base is growing in size each year and has great opportunities available for motivated, self starters who have experience in developing and selling technology.
£17,000-£20,000 & benefits package
A full time job working from home. It will involve trips to client sites, overnight stays, travelling and occasional trade shows and other events.
Job Description Roles and Responsibilities:
Job Title – Customer Support Team (Level 1)
Job Purpose – To play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS product. You are a strong multi-tasker who can work successfully across multiple teams to resolve issues in a timely manner. You are also a tech-savvy product expert with strong attention to detail and ability to go beyond clients’ initial requests to understand their underlying needs.
Update employers’ CRM system with client's feedback, specific needs and requirements;
Provide Tier 1 software support for our clients via Service Desk, Email and Telephone by troubleshooting and maintaining frontend systems;
Develop new tools to improve business processes;
Implement and managing on screen help ideas via our online helpdesk;
Communicate client information and requirements back to the team;
Contribute ideas for future enhancements and new software features in team meetings;
Ensure quality of service by developing a thorough and detailed knowledge of the product and maintaining this as new features are released;
Achieve and maintain relevant KPIs and SLA’s;
Multi-task and track dozens of open tickets at various stages of completion;
Work with multiple teams to find, analyse, and resolve client issues;
Communicate the root cause to clients in non-technical terms;
Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction. Escalate issues, as needed;
Provide recommendations to the Product team about how to improve client experience;
Work closely with the Customer Success Managers to maintain continuous knowledge of accounts;
General administrative and extra duties as required.
The candidate will be able to carry out their duties in an efficient manner, be pro-active and able to work well on your own, using initiative.
Qualifications and experience:
Previous experience in the SaaS B2B
Previous experience in Customer Service / Support
Technology skills with a good aptitude for learning new software
Good written and communication skills to talk about software in a non technical way
Resilient with the ability to problem solve
Willingness to travel
Keen to be part of a growing team
Self starter and highly motivated
A willingness to work independently in a remote company environment
Previous experience in the Waste & Recycling industry
Previous experience using Jira Service Desk
Previous experience using Slack
Benefits and Contract Highlights
Pay: £17,000-£20,000pa, depending on experience
Place of work: Home office.
Benefits: Business mileage will be paid for using your own car. Health Cash Plan provided through Health Shield.
Services provided: A company mobile phone and laptop will be provided.
Hours of work: You will be required to work on average 40 hours per week, Monday to Friday, times will need to be flexible to meet the objectives and goals of a growing business. Out of hours emergency support is covered in rotation by the whole team. Travel to/from client sites may be required outside of working hours also.
Holidays: 28 days (includes all public holiday entitlement).
Initial probationary period of three months which may be extended by the Company at its discretion dependent upon your performance. At the end of the probationary period, your performance will be evaluated and the decision regarding your continued employment will be made
Salary Type: Annum
Salary: £17000 – £20000/annum
Permanent | Full Time
Rogerio da Silva is a Brazilian who lives in the UK for a little over two decades. He is the owner of a test consulting and outsources services for software development. He likes to blog, write and create content that teaches others how to live a better life. Rogerio has two princesses and one powerful wife that help him with his work.
He loves reading biographies of successful authors and dream builders because they inspire him to keep creating!