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- 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.
- 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.
- Other info: Be part of a team that values transparency, innovation, and personal growth.
The predicted salary is between 27000 - 37800 £ 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
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.
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.
Customer Success and Support Analyst in Farnborough employer: PASS by everyLIFE
Contact Detail:
PASS by everyLIFE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success and Support Analyst in Farnborough
✨Tip Number 1
Don't just sit back and wait for the job to come to you! Reach out directly to the job poster on LinkedIn or via email. A friendly message expressing your interest can make a huge difference and show that you're proactive.
✨Tip Number 2
Network like a pro! Connect with current employees at everyLIFE Technologies through social media or professional networks. Ask them about their experiences and any tips they might have for landing the role. You never know who might put in a good word for you!
✨Tip Number 3
Prepare for the interview by researching the company and its products. Familiarise yourself with PASSgenius and think about how you can contribute to the team. Show them you’re not just another candidate, but someone who genuinely cares about their mission.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team. Don’t forget to follow up after applying; a little nudge can go a long way!
We think you need these skills to ace Customer Success and Support Analyst in Farnborough
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 what we’re looking for, like problem-solving and customer service.
Show Your Passion: Let us know why you’re excited about working in the care industry and how you can contribute to our mission. A genuine interest in helping customers and improving their experience will definitely catch our eye!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to see your personality shine through, so don’t be afraid to let us know who you are!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
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 could enhance their experience. This will show your genuine interest and help you answer questions more effectively.
✨Demonstrate Your Problem-Solving Skills
As a Customer Success and Support Analyst, being a natural problem-solver is key. Prepare examples from your past experiences where you've successfully resolved customer issues or improved processes. This will highlight your ability to handle challenges and provide exceptional service.
✨Familiarise Yourself with Relevant Tools
Get to grips with software tools mentioned in the job description, like Salesforce, Intercom, and Jira. If you can, try to explore their functionalities beforehand. Being able to discuss your experience or knowledge of these tools will give you an edge during the interview.
✨Show Your Team Spirit
EveryLIFE values collaboration and innovation. Be ready to share how you've contributed to team success in previous roles. Highlight your willingness to share ideas and support your colleagues, as this aligns with their mission of transforming the UK care industry.
