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- Tasks: Provide top-notch customer support and monitor our SaaS platform for optimal performance.
- Company: Join Custodia, a dynamic tech company making waves in compliance solutions.
- Benefits: Enjoy a competitive salary, health care, gym access, and professional development opportunities.
- Other info: Flexible hours, career advancement, and a vibrant office environment await you.
- Why this job: Be part of a high-growth industry and make a real impact on client satisfaction.
- Qualifications: Customer service experience, strong communication skills, and a proactive mindset are essential.
The predicted salary is between 27000 - 27000 £ per year.
Custodia is a UK based company, founded in 2017, with a wider presence in North America, Europe and Asia both directly and through strategic partnerships. Our current key offering is the CC1 (Compliance Cloud One) service which records, stores and normalizes any type of communications data. This includes many common platforms such as phone email, SMS, phone calls, Microsoft Teams, WhatsApp and WeChat amongst many others. This allows companies to communicate in a compliant manner, whilst driving greater data-driven insights from the data they already have to store.
We are seeking a dedicated and proactive Customer Service Frontline Level 1 Specialist to join our team. In this role, you will collaborate with partners and large enterprise organizations to deliver exceptional "white glove" service, ensuring seamless business operations and user satisfaction. Your responsibilities will encompass monitoring our SaaS platform hosted on Microsoft Azure, managing incidents and problems, fulfilling service requests, and continuously seeking opportunities for improvement.
Key Responsibilities- Customer Support: Serve as the primary point of contact for partners and enterprise clients, addressing inquiries and providing timely updates. Deliver "white glove" service, ensuring user satisfaction and maintaining strong client relationships.
- Platform Monitoring: Utilize monitoring tools to oversee the performance and health of our SaaS platform on Microsoft Azure. Demonstrate curiosity by questioning anomalies and proactively seeking enhancements.
- Incident Management: Identify, document, and resolve incidents promptly to minimize service disruptions. Collaborate with internal teams to escalate and resolve complex issues.
- Problem Management: Analyse recurring incidents to identify root causes and implement preventive measures. Develop and maintain a knowledge base for common issues and solutions.
- Service Requests: Process and fulfil service requests efficiently, ensuring adherence to service level agreements (SLAs). Coordinate with relevant departments to meet client requirements.
- Customer Communication: Communicate effectively with clients, providing clear and concise information. Drive customer excellence by understanding client needs and exceeding expectations.
- Team Collaboration: Support and collaborate with team members to achieve collective goals. Share knowledge and best practices to foster a collaborative work environment.
- Proven experience in a customer service or support role, preferably within a SaaS or technology environment.
- Exceptional communication skills, both verbal and written.
- Strong problem-solving abilities with a proactive and inquisitive mindset.
- Experience with monitoring tools and a keen interest in continuous improvement.
- Familiarity with incident and problem management processes.
- Ability to work independently, demonstrating initiative and self-motivation.
- Team-oriented with a willingness to support and mentor colleagues.
- Experience with Microsoft Azure services and monitoring tools is desirable.
- Familiarity with Azure Monitor for collecting and analysing metrics and logs from Azure resources.
- Understanding of Microsoft's incident response processes and best practices.
This position may require occasional after-hours support to address critical incidents. Opportunities for professional development and career advancement are available.
Shift Times: 6am - 2:30pm, 2pm - 10:30pm, 10.00pm - 6.30amHours of work - 40 hours per week, flexible due to the Service Delivery requirements. The contract is governed by 24 * 7, 365 days a year; this will include weekends and bank holidays. Holiday entitlement - 28 days per year pro rata including bank holidays.What We Offer
- Competitive salary: £27k per year
- Private Health and Dental Care (BUPA)
- Free On-Site Gym
- Free access to Udemy
- Employee Assistance Programme
- Free parking
- Smart Casual dress
- Opportunities for professional growth and advancement
- Dynamic and innovative work environment
- Opportunity to make your mark in a high-growth industry
- A beautiful office in the historic Cheshire town of Knutsford, with easily accessible public transport links to Manchester and Chester
This role is on-site, based at our office in Knutsford. Reports Into: CoE Customer Service Manager. To apply for this role, please send your CV to careers@custodiatechnology.com.
Customer Service Level 1 Representative employer: Custodia Technology Ltd
Contact Detail:
Custodia Technology Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Level 1 Representative
✨Tip Number 1
Get to know the company inside out! Research Custodia's services, especially the CC1 platform. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering 'white glove' service, make sure you can articulate your thoughts clearly and confidently. Role-play with a friend or use online resources to sharpen those skills.
✨Tip Number 3
Show off your problem-solving abilities! Think of examples from your past experiences where you've tackled issues head-on. Be ready to discuss how you can apply that proactive mindset to the Customer Service Level 1 role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at Custodia.
We think you need these skills to ace Customer Service Level 1 Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Service Level 1 Representative role. Highlight any previous customer service experience, especially in a SaaS or tech environment, to show us you’re the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer service and how you can deliver that 'white glove' service we value. Keep it concise but engaging!
Showcase Your Communication Skills: Since communication is key in this role, make sure your written application is clear and professional. Use proper grammar and structure to demonstrate your exceptional communication skills right from the start.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Custodia Technology Ltd
✨Know the Company Inside Out
Before your interview, take some time to research Custodia and its CC1 service. Understand how it operates, the markets it serves, and its key offerings. This knowledge will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered exceptional customer service. Highlight situations where you went above and beyond to ensure client satisfaction, as this aligns perfectly with the 'white glove' service they expect.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss how you've handled incidents or problems in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers, focusing on your proactive approach and how you identified root causes to prevent future issues.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for monitoring, or how they measure success in customer service. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.