At a Glance
- Tasks: Help customers master our software and solve their queries with a friendly approach.
- Company: Join Housebuilder Pro, a growing tech company revolutionising the housebuilding industry.
- Benefits: Enjoy a competitive salary, private medical insurance, and company events.
- Other info: Opportunities for growth in customer success and product development await you.
- Why this job: Make a real difference by supporting customers and shaping product development.
- Qualifications: Great communication skills and a passion for technology are key.
The predicted salary is between 31500 - 38500 £ per year.
Location: Willow House East, Shrewsbury Business Park, Sitka Drive, Shrewsbury SY2 6LG
Salary: From £25,000 a year - Permanent, Full-time
About Housebuilder Pro:
Housebuilder Pro is a software platform built specifically for new home builders, helping them manage their customers, developments, plots, sales processes and aftercare in one place. Founded in 2018, Housebuilder Pro is now used by housebuilders across the UK and continues to grow both its customer base and the functionality of the platform.
The role:
We're looking for a Customer Support Specialist to join the Housebuilder Pro team. This isn't a traditional IT helpdesk role. You’ll become an expert in Housebuilder Pro and work directly with our customers to help them get the most from the platform. That means answering questions, investigating problems, providing training, helping new customers get started and working closely with our product and development teams when something needs changing or fixing.
Your responsibilities will include:
- Responding to customer support requests through our ticketing system, email, phone and online meetings
- Investigating customer queries and troubleshooting problems before escalating them to the development team
- Taking ownership of support tickets and keeping customers informed through to resolution
- Helping new customers successfully adopt and use Housebuilder Pro
- Delivering customer training remotely and, occasionally, face-to-face
- Building strong relationships with customers and understanding how they use the platform
- Identifying recurring questions, problems and opportunities to improve the customer experience
- Testing new features and updates before release
- Reproducing software issues and raising clear, useful bug reports for the development team
- Gathering customer feedback and feeding it into our product roadmap
- Creating and maintaining help guides, knowledge-base articles and other customer resources
- Supporting the rollout of new features and communicating changes to customers
- Using AI and modern productivity tools to research issues, improve documentation and work more efficiently
What we’re looking for:
- Excellent with customers and comfortable communicating with people at all levels
- Naturally curious and good at working out why something isn’t behaving as expected
- Confident using modern software and able to learn new systems quickly
- Organised and capable of managing several customer issues at the same time
- Clear and concise when communicating in writing
- Comfortable taking ownership of a problem rather than simply passing it on
- Able to distinguish between a user question, configuration issue, software bug and potential product improvement
- Comfortable working independently while being part of a small, collaborative team
- Interested in AI and how modern tools can improve the way we support customers
- Calm and methodical when dealing with urgent or time-sensitive issues
Experience working with SaaS products, software support, customer success, housebuilding, property or construction would be useful, but isn’t essential.
The person:
We’re looking for someone who genuinely enjoys helping people. Housebuilder Pro is a specialist product and there’s a lot to learn, so we don’t expect you to know everything on day one. What matters is that you’re interested enough to ask questions, investigate problems and gradually become someone our customers can rely on. You’ll work closely with the people who build the product, so you’ll also have an opportunity to influence how Housebuilder Pro develops. As your knowledge grows, there will be opportunities to take on greater responsibility across customer success, implementation, product, training and other areas of the business.
If you’re good with people, good with technology and enjoy solving problems, we’d like to hear from you.
Customer Support Specialist in Shrewsbury employer: Housebuilder Pro
Housebuilder Pro is an exceptional employer located in the vibrant Shrewsbury Business Park, offering a dynamic work environment where innovation meets collaboration. With a strong focus on employee growth, you will have the opportunity to develop your skills and take on greater responsibilities within customer success and product development. Enjoy a range of benefits including a company pension, private medical insurance, and engaging company events that foster a supportive and inclusive culture.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist in Shrewsbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Housebuilder Pro. 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 Housebuilder Pro 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 Specialist in Shrewsbury
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 Housebuilder Pro:Your cover letter is your chance to shine! Tell us why you want to work at Housebuilder Pro 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 Housebuilder Pro!
How to prepare for a job interview at Housebuilder Pro
✨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.
