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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 innovation, teamwork, and personal growth.
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.
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. 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 Southampton 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 Southampton
✨Tip Number 1
Network like a pro! Reach out to current employees at everyLIFE Technologies on LinkedIn. A friendly message can go a long way in getting insider info and maybe even a referral.
✨Tip Number 2
Prepare for the interview by understanding their products inside out. Dive into PASSgenius and other tools they offer. Showing genuine interest will impress them and help you stand out.
✨Tip Number 3
Practice your problem-solving skills! Think of real-life scenarios where you’ve tackled customer issues. Be ready to share these stories during your interview to showcase your experience.
✨Tip Number 4
Don’t forget to 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 at everyLIFE.
We think you need these skills to ace Customer Success and Support Analyst in Southampton
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 improving customer experiences and your desire to grow in this field.
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. We want to understand your qualifications without wading through unnecessary fluff!
Apply Through Our Website: We encourage you to submit your application directly through our website. This way, you ensure it reaches us promptly and you can easily track your application status. Plus, it shows you're proactive!
How to prepare for a job interview at PASS by everyLIFE
✨Know the Company Inside Out
Before your interview, take some time to research everyLIFE Technologies. Understand their mission, values, and the products they offer, especially PASSgenius. This will help you align your answers with their goals and show that you're genuinely interested in being part of their team.
✨Showcase Your Problem-Solving Skills
As a Customer Success and Support Analyst, you'll need to be a natural problem-solver. Prepare examples from your past experiences where you've successfully resolved customer issues or improved processes. This will demonstrate your ability to handle challenges effectively.
✨Familiarise Yourself with Relevant Tools
Get to grips with the software tools mentioned in the job description, like Salesforce, Intercom, and Jira. If you can, try to get some hands-on experience or at least watch tutorials. Being able to discuss these tools confidently will impress your interviewers.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and how success is measured in this role. This shows that you're not just interested in the job, but also in how you can contribute to the company's success.