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For Companies At a Glance
- Tasks: Be the first point of contact for customer technical queries via phone, email, and live chat.
- Company: Join Nurtur, a leader in SaaS software focused on driving revenue and innovation.
- Benefits: Enjoy 25 days holiday, health cash plan, and a hybrid work model after probation.
- Why this job: Make a real impact by helping customers succeed with our data-driven solutions in a supportive team.
- Qualifications: Exceptional customer service skills and some experience with SQL and Azure data storage preferred.
- Other info: Office-based role in Little Eaton, Derby, with potential for hybrid working.
The predicted salary is between 24000 - 36000 £ per year.
Nurtur is a diverse group of SaaS software brands focused on generating revenue, demonstrating ROI, utilising data to programmatically determine decisions, an industry leader in Insights and a champion of best practice and innovation within the sector. This enables our customers to automate manual processes and focus on their customers, which in turn increases their revenue and profitability. Our Vision is to nurture, capitalise, and deliver return on investment for all users of our world class, data-driven ecosystem.
The opportunity
You will be the first point of contact for inbound customer technical queries, through telephone, email and live chat, spanning a full spectrum of questions and queries. You will have a track record of great customer care and be passionate about putting the customer first and comfortable around a software product. An ability to understand a customer’s query and identify next steps will take a patient and attentive nature. You must be able to prioritise your workload to keep the cogs of BriefYourMarket.com turning; making sure issues are resolved in a timely manner to minimise any issues and downtime for the business and its customers. Your relationship building skills are great and this is coupled with a clear communication style to both your internal and external customers. Overall, the objective is to ensure our customers receive a friendly, helpful and swift response to their queries, enabling them to move forward with their usage of our system.
Responsibilities
- Dealing with incoming queries via phone, live chat and tickets in a professional and personable manner.
- Ensuring that all incoming items are resolved or escalated within the set Service Level Agreement timescales.
- Taking ownership for any customer contact that requires action, including providing clear messages to other team members as required.
- Undertaking the effective implementation of all new customers through configuration of the software modules to the customers requirement.
- Ensure that all communication with our customers is always clear and accurate.
- Drive customer satisfaction responses to maintain positive results.
- Log any cases of identified Information Security breaches.
- Provide online support and coaching to enable our customers to use our system and products effectively and efficiently.
- Record in detail all issues that a customer raises and ensure these are managed through to completion with support from your line manager.
- Working actively within the Customer Success team to ensure that any reoccurring training needs have supporting materials on the ZenDesk home page.
- Being proactive when it comes to the product we offer and ensuring you are up to speed with any changes coming in.
- Achieving the KPIs set on a daily, weekly and monthly basis.
- Supporting other areas within the business to provide the best possible customer experience.
- Being proactive in your self-development and taking part in the Performance Management activities within the business.
About you
- Exceptional customer service skills: having the customer at the heart of everything you do.
- Some experience of SQL and Azure data storage would be advantageous.
- Desire and drive to meet and exceed our customers’ needs.
- A strong sense of accountability; seeing tasks through to completion.
- Proven problem solving and troubleshooting ability.
- Motivated and resilient attitude.
- Great communications skills.
- IT literacy.
- Great organisational and prioritisation skills.
This is an office based role working from our offices in Little Eaton, Derby, moving to a hybrid arrangement upon successful completion of probation. Working hours are 9 am – 5.30 pm Monday to Friday.
The successful applicant will receive and have access to: 25 days holiday plus the 8 bank holidays. Health Shield cash plan to recoup the cost of services such as dentistry, opticians etc.
1st Line Support Analyst employer: Nurtur Ltd.
Contact Detail:
Nurtur Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Analyst
✨Tip Number 1
Familiarise yourself with the software products offered by Nurtur. Understanding their features and functionalities will help you answer customer queries more effectively and demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your customer service skills by practising active listening and clear communication. Role-playing common customer scenarios with a friend can help you respond confidently and professionally during the interview.
✨Tip Number 3
Research SQL and Azure data storage basics, as having a foundational understanding of these technologies will give you an edge. You don’t need to be an expert, but showing that you’re willing to learn can impress the hiring team.
✨Tip Number 4
Prepare examples from your past experiences where you successfully resolved customer issues or improved customer satisfaction. Being able to share specific stories will highlight your problem-solving skills and customer-centric approach.
We think you need these skills to ace 1st Line Support Analyst
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills for the 1st Line Support Analyst position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service and technical support. Use bullet points to make it easy to read and focus on achievements that demonstrate your problem-solving abilities.
Write a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the software industry. Mention specific examples of how you've successfully handled customer queries in the past and how you can contribute to Nurtur's goals.
Proofread Your Application: Before submitting your application, take the time to proofread for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at Nurtur Ltd.
✨Showcase Your Customer Service Skills
Since the role is all about exceptional customer service, be prepared to share specific examples of how you've successfully handled customer queries in the past. Highlight your ability to empathise with customers and resolve their issues efficiently.
✨Familiarise Yourself with the Product
Take some time to understand the software products offered by Nurtur. Being knowledgeable about their services will not only impress your interviewers but also help you answer technical questions more confidently.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss situations where you've encountered challenges and how you approached solving them. This will showcase your troubleshooting skills, which are crucial for a 1st Line Support Analyst.
✨Ask Insightful Questions
At the end of the interview, don't hesitate to ask questions about the team dynamics, company culture, or specific challenges the support team faces. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
