At a Glance
- Tasks: Help customers with queries and improve their experience on our SaaS platform.
- Company: Join a pioneering global tech firm in the heart of Edinburgh.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Dynamic team environment with excellent career advancement opportunities.
- Why this job: Make a real difference by solving problems and supporting customers worldwide.
- Qualifications: Degree in IT or related field, strong communication skills, and a passion for helping others.
The predicted salary is between 20000 - 30000 £ per year.
Contract: Permanent, full-time
Location: Edinburgh, Scotland (hybrid working)
Salary: £20,000 – 30,000 plus benefits
AJ Connect is delighted to be exclusively partnered with a pioneering global technology firm and a market leader in their field based in city centre Edinburgh. Our Client is transforming the way Hotels, Restaurants, Spas, Leisure, and Retail businesses sell their products and services, driving revenue growth, new customer acquisition, and retention.
As a Customer Success Engineer, you will love helping people, and concern yourself with ensuring customer queries are addressed quickly and efficiently. Working with the senior business leaders for their clients and technology partners, you will conduct screen-share calls as required to assist customers and partners alike, so you can understand and support on specific issues/challenges. You will carry out screen recordings and create documentation of key functions of the VoucherCart SaaS platform and work with video production to create and maintain a forum and Academy suite of videos and help files. You will possess an analytical, problem‐solving mindset, and work with the management and development team to specify new features and improve existing ones.
Responsibilities:
- Being an active member of a global team that provides support via live chat, tickets, forums, and one‐on‐one screen share sessions.
- Helping people use the platform.
- Troubleshooting, investigating, and creating detailed reports.
- Building and extending help tutorials library providing support and guidance in platform usage for our customers around the world.
- Completion of testing and reporting on newly released features.
The role requires:
- Excellent writing and communication skills, with an aptitude for taking technical language and making it understandable.
- Passion for solving problems and proposing elegant solutions.
- Development of deep platform functional knowledge.
- An ability to learn and adapt so that you can help teach others.
- Patience, grace, and a sense of humour.
- Representing the voice of the customer to provide input into every core product, marketing, and sales process.
- Close collaboration with team members supporting renewals, upgrade, and up‐sell opportunities.
You will work with and ideally have experience with some or all the following technologies:
- Intercom
- Atlassian Jira
- GSuite
- Snagit or Camtasia
- Zoom, Chime, Hangouts/Google Meet software
- Typeform
- Hotjar
The ideal candidate will have:
- Computer Science, Information Systems, IT‐related qualification/background at Degree level or higher.
- Self‐motivated, proactive team player.
- Training and coaching ability. Helping educate our customers is the key to their and our success.
- Strong communication and interpersonal skills.
- Experience in professional services, or technical consulting roles. (SaaS experience preferred).
- Familiarity with any CRM platforms & their data structure.
- Familiarity with Intercom, Slack and Atlassian Jira/Confluence.
How to Apply
If you are interested in this fantastic opportunity or know of someone in your wider network that may fit the bill, please get in touch and one of the AJ Connect Team will be delighted to help.
Customer Support Engineer (SaaS) in Edinburgh employer: AJ Connect
AJ Connect is an exceptional employer for those looking to kickstart their career in recruitment, particularly within the dynamic field of interim accountancy and finance. Located in the vibrant city centre of Edinburgh, we offer a supportive work culture that prioritises personal development, autonomy, and a competitive commission structure, all while fostering strong relationships with senior finance professionals across various exciting sectors. With a focus on career progression and a fun, collaborative team environment, you'll have the opportunity to thrive and make a meaningful impact from day one.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Engineer (SaaS) in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Practice your pitch! Be ready to explain why you're the perfect fit for the Customer Support Engineer role. Highlight your problem-solving skills and passion for helping others – it’s what we love to see!
✨Tip Number 3
Show off your tech skills! Familiarise yourself with the tools mentioned in the job description, like Intercom and Atlassian Jira. Being able to talk about these confidently can really set you apart during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who want to make a difference in customer support.
We think you need these skills to ace Customer Support Engineer (SaaS) in Edinburgh
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for helping people shine through. We want to see that you genuinely care about solving customer issues and making their experience better.
Tailor Your Application:Make sure to customise your application to highlight your relevant skills and experiences. We love seeing how your background aligns with the role of a Customer Support Engineer, so don’t hold back!
Be Clear and Concise:Use straightforward language and avoid jargon when explaining your experiences. We appreciate clarity, especially since this role involves translating technical details into easy-to-understand terms for our customers.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at AJ Connect
✨Know the Product Inside Out
Before your interview, make sure you have a solid understanding of the VoucherCart SaaS platform. Familiarise yourself with its features and functionalities, as well as common customer queries. This will not only help you answer questions confidently but also demonstrate your genuine interest in the role.
✨Showcase Your Communication Skills
As a Customer Support Engineer, excellent communication is key. Prepare to discuss how you've effectively communicated technical information to non-technical users in the past. Consider sharing examples where your writing or verbal skills made a difference in resolving customer issues.
✨Demonstrate Problem-Solving Abilities
Be ready to tackle hypothetical scenarios during the interview. Think about how you would approach troubleshooting a customer's issue. Highlight your analytical mindset and provide examples of how you've successfully resolved problems in previous roles.
✨Emphasise Team Collaboration
This role requires working closely with various teams. Be prepared to discuss your experience collaborating with others, especially in a remote or hybrid setting. Share specific instances where teamwork led to successful outcomes, showcasing your ability to be a proactive team player.
