At a Glance
- Tasks: Provide top-notch software support and resolve customer issues creatively.
- Company: Join a leading Global FinTech SaaS vendor with a collaborative culture.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on client satisfaction and career development.
- Why this job: Be part of a scaling business with huge growth potential and impactful solutions.
- Qualifications: 3+ years in software support, excellent communication skills, and ITIL experience.
The predicted salary is between 35000 - 45000 £ per year.
Location: Remote with visits to Milton Keynes once a month (must live 2 hours commute).
Industry: FinTech SaaS.
Why: Huge growth potential and a scaling business.
Do you have experience in a Software Support or Application Support role? Do you have a customer first approach to resolving customer issues? Do you want to join a scaling business that's just received significant investment?
Our client is a leading Global FinTech SaaS vendor with a reputation for industry leading solutions. You will be joining as they continue to scale their EMEA operation following significant recent investment. You will be joining a business of over 1000 people globally, where employees have excellent longevity and a professional and mature working culture.
The team is a collaborative, fast-paced team of professionals that utilises their technical expertise and advanced product knowledge to provide innovative solutions to a growing customer base. The products are critical to the success of our customers’ business operations and they depend on this support team to be responsive, creative, and skilled at complex problem solving and software issue resolution.
In this role, you will work closely with key stakeholders within the organization and clients. You will analyse clients’ requirements to efficiently and effectively progress Incidents and Service Requests. You will work to triage, troubleshoot, and problem solve any issues that are raised in order to meet the clients’ needs, gathering and analysing functional requirements from internal and external clients, assisting in resolving client issues concerning business functionality requirements and investigating business system issues. This will enable us to provide customer service and drive client satisfaction.
Responsibilities:- Work closely with key stakeholders, demonstrating excellent interpersonal skills and communication techniques.
- Provide the first point of contact for all internal/external incidents and service requests.
- Log all support/service requests, allocating and prioritising through the incident management and request fulfilment processes.
- Be the main SME between the customer and the internal service teams.
- Undertake the initial triage, driving tickets through their lifecycle to resolution and ultimately client satisfaction.
- Understand clients’ business needs and improve client satisfaction with transparency and effective communication.
- 3+ years experience supporting external customers in a Software Support or Application Support environment.
- ITIL V3 Qualification or experience currently in an ITIL environment.
- Excellent communication skills (Written and Verbal).
- Incident management experience i.e. understand, triage, diagnose incidents and tickets.
- Ability to take ownership and be responsible for actions.
- Experience examining technical and non-technical issues and devising a solution to a problem.
For more information, please contact Katie at Matched Group.
StudySmarter Expert Advice🤫
We think this is how you could land Software Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Matched. 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 Matched 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 Software Support
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 Matched:Your cover letter is your chance to shine! Tell us why you want to work at Matched 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 Matched!
How to prepare for a job interview at Matched
✨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.
