At a Glance
- Tasks: Help customers resolve queries via calls, emails, and live chat while mentoring Tier 1 Agents.
- Company: Join a leading SaaS company focused on innovation and customer satisfaction.
- Benefits: Enjoy 25 days holiday, health perks, hybrid working, and a supportive team environment.
- Other info: Great office location with free parking and local amenities, plus excellent career growth opportunities.
- Why this job: Make a real difference in customer experiences while developing your tech skills.
- Qualifications: Strong communication skills and a passion for customer service; tech-savvy with SQL knowledge.
The predicted salary is between 30000 - 40000 £ per year.
nurtur is a diverse group of SaaS software brands focused on generating revenue, demonstrating ROI, utilising data to programmatically determine decisions, an industry leader in Insights and a champion of best practice and innovation within the sector. This enables our customers to automate manual processes and focus on their customers, which in turn increases their revenue and profitability. Our Vision is to nurture, capitalise, and deliver return on investment for all users of our world class, data-driven ecosystem.
The opportunity
Responding to questions and queries escalated from the Customer Support Pods, or received through calls, emails and live chat, you will thrive on resolution; seeking out answers for our customers and ensuring they have all the information to move them forward with their query. Our customers will feel fulfilled thanks to your positive and helpful demeanour, you will be a good judge of technical ability and adjust your responses accordingly. You will enjoy collaborating with your colleagues, sharing information and mentoring Tier 1 Agents, escalating any outstanding queries in a timely manner, ensuring the customer is updated every step of the way.
Responsibilities
- Deal with queries escalated from the Customer Support Pods and assist with incoming queries via call, email and live chat in a friendly and clear manner; escalating appropriately where required and ensuring all communication with our customers is clear and accurate at all times.
- Provide training and mentoring to colleagues to support the Service Desks “Shift Left” Strategy.
- Troubleshoot and resolve any problems found, escalating unresolved issues to the relevant technical teams in a timely manner.
- Update all customers within set SLAs with a view to achieving ‘good’ customer satisfaction ratings.
- Liaise with our partners to gain resolution to tickets that require their input.
- Provide technical training to customers and where required other members of team.
- Make use of reports and live statistics to ensure Nurtur Techs systems are functioning correctly.
- Make suggestions through the relevant process to enhance our product and our offering.
- Achieving the KPIs set on a daily, weekly and monthly basis.
About you
- Great communicator – over the phone, email or our live chat platform, you are able to clearly and accurately convey information, whilst able to adapt effectively to the requirement of your audience.
- Fantastic understanding of customer service – as one of our core values, you understand the importance of our customers and their requirements.
- Tech savvy – although the ability to code is desirable, it is not essential. However, you do need to know your way around ‘tech’ and can quickly pick up new skills and learn your way around a new system or two. In this role, SQL querying is an essential part of daily life as a Support Analyst, with any understanding of HTML/CSS beneficial when problem solving.
- Ability to work independently – you are able to monitor your own ‘to do’ list, actively ensuring you complete all your actions, while always on the lookout for the next customer request or anything urgent that may arise.
- Team player – whilst working independently, we are a team and need to work as one, meaning you are able to work with colleagues to buddy up on a problem, share information and share the workload.
- Proactive worker – making use of the daily generated reports, you are able to recognise and proactively resolve problems before they become an issue for our customers.
- A thirst for knowledge – you will show a curiosity for how things work – you will want to constantly develop your knowledge of Nurtur Techs Systems.
This will be based out of our Brief Your Market office commercial building in Little Eaton which is a beautiful village on the outskirts of Derby. It’s a great location with free on-site parking and plenty of local amenities. Working hours are 9 am – 5.30 pm Monday to Friday so you’ll have the weekends to relax and recharge. Hybrid working will be available after probation period is passed.
The successful applicant will receive and have access to:
- 25 days holiday plus the 8 bank holidays
- Perk box
- Health Shield cash plan to recoup the cost of services such as dentistry, opticians etc.
- Death in Service Cover
- Company Sick Pay
- Bike to Work scheme.
2nd Line Support Analyst in Derby employer: nurtur.group
Nurtur is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture where collaboration and innovation thrive. Located in the picturesque village of Little Eaton, employees enjoy a balanced work-life with generous benefits including 25 days holiday, health plans, and hybrid working options post-probation. With a focus on nurturing talent and providing opportunities for skill development, Nurtur empowers its team to excel in their roles while contributing to a customer-centric mission.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Analyst in Derby
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at nurtur.group. 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 nurtur.group 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 2nd Line Support Analyst in Derby
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 nurtur.group:Your cover letter is your chance to shine! Tell us why you want to work at nurtur.group 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 nurtur.group!
How to prepare for a job interview at nurtur.group
✨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.
