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- Tasks: Help customers with tech issues and enhance their experience with our SaaS products.
- Company: Join a dynamic team in London, bridging customers and internal teams for top-notch support.
- Benefits: Enjoy hybrid work, flexible hours, and opportunities for growth in a supportive environment.
- Why this job: Be part of a culture that values problem-solving and customer satisfaction in the entertainment industry.
- Qualifications: Experience in customer support and familiarity with cloud technology is essential.
- Other info: Occasional after-hours and weekend support required; BA/BS degree preferred but not mandatory.
The predicted salary is between 30000 - 42000 £ per year.
Job Title : Support Specialist
Location : London, UK – Hybrid (with occasional after-hours and weekend support)
About the Role
We’re looking for a Support Specialist to join our UK Support team based in London. As a key member of our team, you will play a vital role in delivering exceptional solutions, troubleshooting technical issues, and providing an over-and-above, positive experience to customers worldwide.
This is more than just a customer support role—you’ll act as the crucial bridge between our customers and internal teams, including Product, Engineering, and Marketing. From resolving customer queries to maintaining internal workflows and handling escalations, you will help ensure that customers have the best possible experience with our suite of SaaS solutions.
Key Responsibilities
- Build and share in-depth knowledge of our cloud-based SaaS products and workflows with customers and colleagues.
- Create training documentation and onboard new team members as well as new customers.
- Provide personalized solutions, helping customers address specific technical issues and use product features effectively.
- Troubleshoot and track technical issues, logging bugs in JIRA, and escalating when necessary to deliver resolutions.
- Partner with Tier 1 & 2 Customer Support teams to resolve escalated cases and improve operational workflows.
- Lead efforts to promote independent problem-solving by creating helpful and accessible content regarding frequently encountered issues.
- Process subscription software billing queries and escalations via Reculry.
- Regularly share customer insights, feature requests, and pain points with internal teams to improve products and deliver on customer needs.
What We’re Looking For
Our ideal candidate is a driven and empathetic communicator who thrives on solving problems and continuously improving customer experiences. You understand the nuances of the entertainment industry and how cloud-based technology can enhance B2B operations.
Required Skills and Qualifications
- Experience in customer support, particularly with cloud technology applications and subscription-based SaaS models.
- Familiarity with billing systems and high-ticket customer query management.
- Strong proficiency in help desk software, bug tracking (e.g., JIRA), and CRM tools.
- Comfortable handling large volumes of customer inquiries across email, chats, and phone channels.
- Effective communication and problem-solving skills, even in high-pressure situations.
- Knowledge or experience in the entertainment and media industry is a plus!
- Ability to create and document internal processes and contribute to team training efforts.
- Flexible availability, including some weekends and holiday shifts.
- BA/BS degree preferred but not required.
Support Specialist employer: Nobul Resourcing Solutions
Contact Detail:
Nobul Resourcing Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Specialist
✨Tip Number 1
Familiarize yourself with our cloud-based SaaS products before applying. Understanding the features and common issues will help you stand out during interviews and demonstrate your proactive approach.
✨Tip Number 2
Highlight any experience you have in the entertainment industry, as it’s a plus for this role. Share specific examples of how you've used technology to enhance customer experiences in similar settings.
✨Tip Number 3
Prepare to discuss your problem-solving skills in high-pressure situations. Think of scenarios where you successfully resolved customer issues and be ready to share those stories.
✨Tip Number 4
Show your willingness to create training documentation and support new team members. This demonstrates your commitment to teamwork and improving internal processes, which is crucial for this role.
We think you need these skills to ace Support Specialist
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Support Specialist position. Highlight key responsibilities and required skills that resonate with your experience, especially in customer support and cloud technology.
Tailor Your CV: Customize your CV to reflect relevant experience in customer support, particularly with SaaS products. Emphasize your problem-solving skills and any familiarity with help desk software and bug tracking tools like JIRA.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the entertainment industry. Mention specific examples of how you've successfully resolved customer issues or improved processes in previous roles.
Highlight Communication Skills: In both your CV and cover letter, emphasize your effective communication skills. Provide examples of how you've handled high-pressure situations and maintained a positive experience for customers.
How to prepare for a job interview at Nobul Resourcing Solutions
✨Show Your Technical Know-How
Make sure to highlight your experience with cloud technology applications and SaaS models during the interview. Be prepared to discuss specific examples of how you've resolved technical issues in the past, as this will demonstrate your problem-solving skills.
✨Emphasize Communication Skills
Since the role requires effective communication with customers and internal teams, practice articulating your thoughts clearly. Share examples of how you've successfully communicated complex information to non-technical users, showcasing your ability to bridge gaps.
✨Demonstrate Empathy and Customer Focus
Prepare to discuss situations where you went above and beyond for a customer. Highlight your empathetic approach to problem-solving and how it has positively impacted customer experiences, which is crucial for this role.
✨Familiarize Yourself with the Entertainment Industry
Since knowledge of the entertainment industry is a plus, do some research on current trends and challenges within this sector. Being able to speak about how cloud-based technology can enhance B2B operations in this field will set you apart from other candidates.
