At a Glance
- Tasks: Support partners through various channels and resolve their software issues creatively.
- Company: Join a fast-growing SaaS company focused on customer experience.
- Benefits: Flexible work environment, opportunities for growth, and a supportive team culture.
- Other info: Inclusive workplace that values diversity and personal development.
- Why this job: Make a real impact by delighting partners and enhancing their experience with our software.
- Qualifications: Strong problem-solving skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
Given our exciting and progressive growth plans, we are looking for an exceptional B2B Software Support Specialist to join our global Software as a service business. Working collaboratively with partners, you will be accountable for support tickets and communicate via different channels – email, voice/phone, live chat, social media, WhatsApp, and SMS at Fresha. This is a great opportunity for someone looking to work in a fast‑paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.
Delight our partners and their clients
- Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner’s clients.
- Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams.
- Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention.
- Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business.
- Be a proactive problem solver, going the extra mile to delight our partners.
Testing and investigating
- Proactively test and investigate problems that our partners raise in our software.
- Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving.
- Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes.
High Performance
- Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha.
- Adhere to our Service Level Agreement (SLA) and prioritise timely resolution of tickets.
- Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure.
- Support your CX colleagues to achieve their targets and become high performers.
- Constantly strive to raise the standards across the team to create a high performing culture.
How to be successful at Fresha
- Curious problem solver, you want to get to the root cause of problems and find creative solutions to exceed our partners expectations.
- Passionate about delighting our partners and their clients so they never want to leave Fresha and advocate for the brand.
- Deliver high quality written responses in English to partner questions and queries.
- Technical mindset, comfortable using, navigating and explaining how to use our multifaceted Health and wellness software.
- Ability to work at pace, continually learning as our software continues to grow and evolve.
- Comfortable dealing with ambiguity and learning through testing and using the product.
- Enthusiasm, positivity and a can do attitude.
- Comfortable taking feedback on board, applying it to your daily activities and demonstrating humility.
Inclusive workforce
At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable. We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment. We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying. If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.
Customer Experience/Technical Support Specialist in London employer: Fresha
Fresha is an exceptional employer that fosters a dynamic and inclusive work culture, perfect for those looking to thrive in a fast-paced environment. With a strong focus on employee growth, we offer continuous learning opportunities and the chance to make a significant impact while delighting our partners. Join us in our vibrant location where creativity and collaboration drive success, and be part of a team that values your contributions and supports your professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience/Technical Support Specialist in London
✨Tip Number 1
Get to know the company inside out! Research Fresha's values, products, and culture. This way, when you chat with us, you can show off your knowledge and passion for what we do.
✨Tip Number 2
Practice your problem-solving skills! Think of real-life scenarios where you've tackled challenges. We love a proactive approach, so be ready to share how you’ve delighted customers in the past.
✨Tip Number 3
Be prepared to demonstrate your technical skills! Familiarise yourself with our software and be ready to explain how you'd help partners navigate it. Show us you’re comfortable with tech!
✨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 our team at Fresha!
We think you need these skills to ace Customer Experience/Technical Support Specialist in London
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for customer experience and problem-solving shine through. We want to see that you genuinely care about delighting our partners and their clients!
Tailor Your Responses:Make sure to customise your written responses to reflect the specific skills and experiences that match the role. Highlight your technical mindset and any relevant experience with software support to grab our attention.
Be Clear and Concise:In your application, clarity is key! Use straightforward language and get straight to the point. We appreciate well-structured responses that are easy to read and understand.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Fresha.
How to prepare for a job interview at Fresha
✨Know Your Stuff
Make sure you’re familiar with Fresha’s software and the common issues partners might face. Brush up on your product knowledge and be ready to discuss how you would handle specific scenarios. This shows you’re proactive and genuinely interested in helping partners.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled tricky problems in the past. Think about times when you identified root causes and came up with creative solutions. This will demonstrate your consultative approach and ability to delight partners.
✨Practice Your Communication
Since you'll be communicating through various channels, practice delivering clear and concise responses. Whether it’s email or live chat, being articulate and professional is key. You want to show that you can maintain high-quality written communication under pressure.
✨Embrace Feedback
Be open about your willingness to learn and adapt. Share experiences where you’ve taken feedback on board and improved your performance. This attitude aligns perfectly with Fresha’s values and shows you’re committed to personal growth and team success.
