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For Companies At a Glance
- Tasks: Help customers resolve issues and provide top-notch support in a fast-paced environment.
- Company: Join Locate a Locum, a leader in SaaS solutions for healthcare staffing.
- Benefits: Enjoy flexible shifts, opportunities for growth, and a supportive team culture.
- Why this job: Make a real impact by enhancing customer experiences and developing your skills.
- Qualifications: No prior experience needed; just bring your passion for helping others and tech-savviness.
- Other info: Work shifts between 07:00-21:00, including weekends on a rota basis.
The predicted salary is between 28000 - 42000 £ per year.
Join to apply for the Customer Support Executive role at Locate a Locum
Overview
The role demands a strong expertise in SaaS (Software as a Service) products and technical support, combined with a passion for delivering world-class service. The primary focus is on resolving customer issues promptly while consistently achieving exceptional levels of customer satisfaction. Delivering an outstanding customer experience is central to this role. It requires high emotional intelligence and empathy to fully understand and address customer needs. The ability to triage requests, manage multiple tasks effectively, and collaborate seamlessly with teams is essential for ensuring consistently excellent customer outcomes.
Our ideal Customer Support Executive will have demonstrable experience of the below:
- Customer Issue Resolution and Escalation: Taking ownership of both simple and complex customer issues, using probing questions to diagnose problems accurately.
- Resolving issues independently where possible, offering expert solutions and ensuring timely resolution.
- Providing support across both employers and locums, recognising increased service levels for LAL Pro and LAL Unlimited Premium customers.
- Escalating issues when necessary, such as when they are severe or urgent, cannot be resolved at first-line support, or require assistance from other teams.
- Technical and Product Support Expertise: Advanced troubleshooting skills; collaborating effectively with cross-functional teams to address complex technical challenges and ensuring customer satisfaction; staying updated on industry trends and product advancements, continuously expanding technical knowledge to deliver optimal support.
- Customer Engagement and Advocacy: Cultivating strong relationships with customers, acting as a trusted advisor and advocate for their needs; proactively communicating with customers to provide updates, gathering feedback, and identifying areas for improvement; ensuring timely and effective resolution of customer inquiries, exceeding service level agreements and quality standards.
- Process Optimisation and Improvement: Taking the initiative to identify opportunities for streamlining and optimising our support processes, implementing best practices to enhance efficiency; analysing support metrics and performance data to identify trends and root causes, proposing solutions for continuous improvement; collaborating with stakeholders to implement initiatives aimed at enhancing the overall customer support experience.
- Self-Leadership and Taking Responsibility: Taking ownership of your personal growth and development, proactively seeking opportunities to enhance skills and knowledge; demonstrating accountability for individual performance, striving to exceed expectations and consistently deliver high-quality support; setting personal goals aligned with organisational objectives, monitoring progress and adjusting strategies as needed to achieve desired outcomes; upholding personal integrity and professionalism in all interactions, serving as a role model for service excellence.
Key Requirements
- Available to work shifts between the hours of 07:00-21:00 Monday to Friday as well as weekend and public holiday support 07:00-15:30 on a rota basis.
- Tier 1 technical support experience ideally within SaaS.
- Experience with multi-channel customer support – phone, email and chat.
- Strong customer facing skills, with a proven experience in achieving high customer satisfaction.
- Advanced technical proficiency in troubleshooting software applications and system integrations including knowledge of JIRA, Atlassian and Confluence.
- Experience with ticketing systems, CRM software, and other support tools e.g. Intercom, ZenDesk or similar.
- Ability to thrive in a fast-paced, dynamic environment and adapt to evolving priorities.
- Relevant certifications (e.g., ITIL, CompTIA, Salesforce) preferred but not required.
Seniority level
- Entry level
Employment type
- Full-time
Industries
- Hospitals and Health Care
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Customer Support Executive employer: Locate a Locum
Contact Detail:
Locate a Locum Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Executive
✨Tip Number 1
Familiarise yourself with SaaS products and the specific tools mentioned in the job description, like JIRA and Confluence. This knowledge will not only help you understand the role better but also demonstrate your commitment to the position during any discussions.
✨Tip Number 2
Practice your customer service skills by engaging in role-play scenarios with friends or family. Focus on resolving issues and managing multiple tasks, as this will prepare you for the fast-paced environment you'll encounter in the role.
✨Tip Number 3
Research common customer support challenges within the healthcare sector. Understanding these issues will allow you to speak knowledgeably about how you can contribute to improving customer satisfaction at Locate a Locum.
✨Tip Number 4
Network with current or former employees of Locate a Locum on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
We think you need these skills to ace Customer Support Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly with SaaS products. Emphasise any technical skills and previous roles where you resolved customer issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional customer service. Mention specific examples of how you've successfully handled customer inquiries or resolved complex issues in the past.
Showcase Your Technical Skills: Detail your experience with ticketing systems, CRM software, and any relevant tools like JIRA or ZenDesk. Highlight your troubleshooting abilities and any certifications that may enhance your application.
Demonstrate Emotional Intelligence: In your application, illustrate your ability to empathise with customers and understand their needs. Provide examples of how you've built strong relationships and advocated for customer satisfaction in previous roles.
How to prepare for a job interview at Locate a Locum
✨Showcase Your Technical Skills
Make sure to highlight your experience with SaaS products and any technical support you've provided in the past. Be prepared to discuss specific troubleshooting scenarios and how you resolved them, as this will demonstrate your expertise.
✨Demonstrate Empathy and Emotional Intelligence
Since the role requires high emotional intelligence, think of examples where you've successfully handled difficult customer interactions. Show that you can understand and address customer needs effectively, which is crucial for delivering outstanding service.
✨Prepare for Multi-Channel Support Questions
Expect questions about your experience with different support channels like phone, email, and chat. Be ready to explain how you manage customer inquiries across these platforms and ensure a consistent experience.
✨Discuss Process Improvement Initiatives
Be prepared to talk about any initiatives you've taken to streamline support processes or improve customer satisfaction. This shows that you're proactive and committed to enhancing the overall customer experience.
