At a Glance
- Tasks: Provide top-notch customer support and troubleshoot software issues for our global clients.
- Company: Join Cyncly, a leading tech company transforming the glass industry with innovative software solutions.
- Benefits: Enjoy a competitive salary, flexible hybrid working, and opportunities for personal growth.
- Other info: Work in a supportive environment that values diversity and fosters professional development.
- Why this job: Be part of a dynamic team where your ideas matter and you can make a real impact.
- Qualifications: Eager learners with strong analytical skills and a passion for technology are encouraged to apply.
The predicted salary is between 27000 - 33000 £ per year.
Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content.
Smart Glazier is a provider of software solutions for the glass and glazing industry, offering tools designed to help glass installers, fabricators, and hardware suppliers manage their core workflows from a single platform. Its cloud-based suite enables users to design glass structures, create accurate quotes, schedule and track jobs, manage orders, and handle invoicing and reporting in one connected system tailored to the needs of glazing businesses.
The Role
Customer support will be the focus of the role. You will help customers by phone and email, learning our products in depth and becoming a trusted expert who can advise on how best to use our software. Along the way, you will also become familiar with the glass industry and the real-world challenges our software helps customers solve.
Key Responsibilities
- Providing support and advice to international customers by phone and email
- Investigating and resolving software issues
- Learning our software thoroughly and advising customers on how best to use it
- Reproducing customer issues and working with colleagues to identify solutions
- Supporting customer onboarding and database implementation work
- Modelling architectural hardware in our software to produce precise 3D glass structures
- Identifying and documenting software defects
- Contributing ideas to improve our products, processes and customer support
What we are looking for
We are less interested in years of experience than in finding someone who is eager to learn, interested in how things work and able to think through unfamiliar situations.
You should have:
- Strong analytical and reasoning ability
- A genuine interest in computers and software
- The ability to learn independently and take ownership of your work
- Good numeracy, including confidence with basic trigonometry
- Excellent written and spoken English, with the ability to explain information clearly and patiently
- Strong attention to detail
- A degree is preferred but not essential
This role could suit a recent graduate with strong grades, someone early in their career who is looking for more challenging and varied work, or someone with the aptitude to move into a software-related role. Previous customer-facing experience would be useful but is not essential.
Experience with any of the following would also be welcome, but is not required:
- Excel
- SQL Server
- SaaS products
- Cloud computing
- Web-based applications
- Software support
Working arrangements
This is a hybrid role, with initial training taking place at our Clapham Junction office. Because there is a great deal to learn, you should expect to work from the office much of the time during your first six months. Once you are established in the role, flexible hybrid working will be available. The role is Monday to Friday during normal office hours, with some flexibility.
Working for us
At Cyncly, we call our team OneCyncly - a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. We value diversity of experience, perspective, and skill, and thrive through openness, trust, and respect. You'll join a team that takes ownership, solves problems, and focuses on making an impact.
We encourage curiosity, welcome new ideas, and view mistakes as opportunities to learn. You'll enjoy flexible and autonomous ways of working, supported by leaders committed to your growth. We celebrate individuality and encourage everyone to bring their authentic self to work - because together, we build something better.
If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - come join us.
Technical Support Specialist (SaaS) - Smart Glazier (a Cyncly company) employer: Cyncly
Cyncly is an exceptional employer that fosters a collaborative and innovative work culture, perfect for those passionate about user research in a dynamic SaaS environment. With a strong emphasis on employee growth, you will have the opportunity to shape methodologies and lead a team while working alongside talented professionals who value research-led insights. Located in a vibrant tech hub, Cyncly offers unique advantages such as access to cutting-edge tools and a supportive network that encourages creativity and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist (SaaS) - Smart Glazier (a Cyncly company)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cyncly. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cyncly before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Specialist (SaaS) - Smart Glazier (a Cyncly company)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cyncly:Your cover letter is your chance to shine! Tell us why you want to work at Cyncly specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cyncly!
How to prepare for a job interview at Cyncly
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
