At a Glance
- Tasks: Manage the support inbox, resolve billing queries, and assist users with account issues.
- Company: Join a pioneering team at EvaEsi, shaping the future of customer support.
- Benefits: Full-time role with opportunities for growth and development.
- Other info: Dynamic work environment with a focus on user satisfaction and team collaboration.
- Why this job: Be the voice of our users and make a real difference in their experience.
- Qualifications: Experience in customer support for software products and excellent communication skills.
The predicted salary is between 45000 - 50000 £ per year.
Be the front line for EvaEsi's users: the support inbox, billing questions, account issues and user reports.
About the role
EvaEsi is a whole new model line, built on the research from Forlais. It is a significant launch, and you can help shape it. You will set up the helpdesk, write the answers people actually need, and make sure serious issues reach the right person quickly. Support is how most users experience the company, and we want it done properly.
What we look for
- Have done customer support for a software product and enjoyed it.
- Write clear, warm and accurate replies.
- Stay calm with frustrated users and know when to escalate.
- Organised and reliable, day after day.
Bonus
- Helpdesk tools and support workflows.
- Billing or account support.
- Trust, abuse or user-report handling.
- Writing help-centre articles.
Process
Each application is reviewed directly. Expect one or more conversations covering judgement, technical or craft depth, and the responsibility the role carries. EvaEsi does not publish salary ranges in public material; compensation is discussed individually during the process.
What you will do
- Run the support inbox and the helpdesk.
- Handle billing questions, account issues and user reports.
- Write and maintain the answers people actually need.
- Escalate serious issues to the right person quickly.
- Pass ticket patterns back to the product team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support / Trust Ops
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Forlais Group Ltd. 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 Forlais Group Ltd 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 Customer Support / Trust Ops
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 Forlais Group Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Forlais Group Ltd 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 Forlais Group Ltd!
How to prepare for a job interview at Forlais Group Ltd
✨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.
