At a Glance
- Tasks: Support customers with our innovative AI tools and ensure they get the best experience.
- Company: Join everyLIFE Technologies, a fast-growing SaaS provider transforming the UK care industry.
- Benefits: Enjoy 25 days holiday, private medical cover, life insurance, and a chill Friday finish.
- Other info: Be part of a team that values transparency, innovation, and personal growth.
- Why this job: Make a meaningful impact while building relationships and supporting customers in a dynamic environment.
- Qualifications: Strong problem-solving skills and a desire to learn about technology and customer support.
The predicted salary is between 27000 - 27000 € per year.
Salary: £27,000 per annum, with salary reviewed on successful completion of 6-month probationary period. Plus paid on-call.
Position Type: Permanent.
Location: Farnborough head office and Remote.
Benefits include: 25 days holiday, private medical cover with Vitality, life insurance, company pension scheme, Cycle-scheme, free non-fiction book scheme, earlier finish ‘Chill Friday’.
Working Hours: Full time
Start date: ASAP
Reporting to: Head of Customer Experience
We are looking for a full-time Customer Success and Support Analyst to support our growing customer base. The Customer Support team are a multi-disciplined, technical and customer-driven team delivering excellent service.
You will:
- Ensure customers receive an easy, memorable, and valued service via email, telephone and in-product conversations.
- Seek to understand how customers use our products, and proactively offer guidance to customers on how to get the best use and value from our suite of products.
- Be a natural problem-solver.
- Maintain an accurate record of enquiries with all relevant information within Salesforce to ensure timely and accurate resolution of issues and customer queries.
- Provide emergency support out of hours on a rotational basis (after initial onboarding period).
- Use software tools to thoroughly investigate, test and replicate customer issues to identify causes of problems.
- Work with connected technology providers to effectively implement integrated solutions or solve problems affecting customers.
- Research and understand app log files and identify user behaviour to help diagnose an issue.
- Document and share workarounds or key steps on how to use features via our Help and Support Centre and to wider customer-facing teams.
- Use software to assist you in your role, such as Intercom, Aircall, Confluence, Jira, Kibana, Postman and Bug fender, as well as Microsoft suite of products.
You have:
- The skillset to follow up with customers and deliver timely updates on tickets and cases.
- Willingness to contribute ideas, innovation and team spirit.
- The ability to see challenges instead of problems.
- Experience of working in a high performing busy team.
- A desire to increase your technical knowledge.
- A logical approach, with good judgment to ensure the appropriate customer outcome.
- Initiative to resolve customer issues and provide an exceptional service.
- The ability to manage a varied workload.
You may have:
- Experience or interest in the Care industry.
- An inclination to keep up with news and developments within technology and social care.
- Experience using Salesforce, Intercom and Jira.
- An ambition to continuously grow and develop.
Why join everyLIFE? Be part of a team that is transforming the UK care industry. If you thrive supporting customers, enjoy building relationships and making a meaningful impact, we’d love to hear from you! Our mission is to create effective tools and services that release the potential of care teams.
Established in 2014, everyLIFE Technologies is a fast-growth SaaS provider primarily to the UK social care market. We exist to support care services to be the best that they can be. We design, build, release, manage and support software and mobile applications that are crucial parts of the care being given to tens of thousands of people across the UK. We must get it right, every day!
Please note that we are only able to accept applicants with the right to live and work in the UK without the need for sponsorship. If you are on a visa and interested in applying for this role, please contact us for further information.
If you have any questions about this role, other opportunities, or working at everyLIFE, please email hr@everylifetechnologies.com. Due to the high volume of applicants that we receive, we cannot always guarantee that you will receive a response.
Locations
Customer Success and Support Analyst in Farnborough, Hampshire employer: PASS by everyLIFE
At everyLIFE Technologies, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters innovation and collaboration. Our team enjoys a range of benefits including 25 days of holiday, private medical cover, and unique perks like 'Chill Friday' to promote work-life balance. With a commitment to employee growth and a mission to transform the UK care industry, we provide meaningful opportunities for our staff to make a real impact while developing their skills in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success and Support Analyst in Farnborough, Hampshire
✨Tip Number 1
Network like a pro! Reach out to current employees at everyLIFE Technologies on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer success and support. Think about how you can showcase your problem-solving skills and technical knowledge, as these are key for the role.
✨Tip Number 3
Show your passion for the care industry! Research recent developments and be ready to discuss how you can contribute to transforming the UK care sector with everyLIFE's innovative tools.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team!
We think you need these skills to ace Customer Success and Support Analyst in Farnborough, Hampshire
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success and Support Analyst role. Highlight your relevant experience and skills that match the job description, especially your problem-solving abilities and customer service experience.
Show Your Passion:Let us see your enthusiasm for the care industry and technology! Share any experiences or interests that demonstrate your commitment to supporting customers and improving their experience with our products.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it's relevant to the role. We want to understand your qualifications without wading through unnecessary fluff!
Apply Through Our Website:We encourage you to apply directly through our website. This way, your application will be in the right hands, and you'll have a better chance of standing out in the crowd. Plus, it shows you're serious about joining our team!
How to prepare for a job interview at PASS by everyLIFE
✨Know the Product Inside Out
Before your interview, make sure you understand everyLIFE Technologies' products, especially PASSgenius. Familiarise yourself with how customers use these tools and think about ways you can help them get the most value from them.
✨Show Off Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've tackled customer issues in the past. Highlight your logical approach and any technical knowledge you have that could help in diagnosing problems effectively.
✨Demonstrate Your Team Spirit
EveryLIFE values collaboration, so be ready to share how you've contributed to team success in previous roles. Talk about times when you’ve shared ideas or supported colleagues to achieve a common goal.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, the Customer Support team's dynamics, and how they measure success. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
