At a Glance
- Tasks: Support customers through phone, email, and chat, resolving issues in real-time.
- 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 dynamic team with opportunities for growth and innovation.
- Why this job: Make a meaningful impact while building relationships and enhancing customer experiences.
- Qualifications: Experience in customer support, strong communication skills, and a desire to learn.
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: Hybrid: Farnborough head office and Remote
Benefits: 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 rapidly expanding our team and 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.
About the role:
This is a fast-paced, customer-facing support role where you will work across multiple channels, with a strong focus on telephone-based support. You will spend a significant portion of your time speaking directly with customers, helping them resolve issues in real time, guiding them through workflows, and ensuring they get the most value from our products. Confidence and clarity on the phone are essential.
- Deliver high-quality customer support across email, in-product chat, and telephone, with phone support as a core part of the role
- Confidently handle a high volume of inbound and outbound customer calls, including troubleshooting issues and guiding users step-by-step through solutions
- Ensure customers receive an easy, memorable, and valued service across all touchpoints
- Seek to understand how customers use our products, and proactively offer guidance to help them get the best value
- Troubleshoot issues live with customers, often in real-time over the phone
- 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 interpret application log files and user behaviour to help diagnose issues
- Document and share workarounds or key steps via our Help and Support Centre and with wider customer-facing teams
- Use software such as Intercom, Aircall, Confluence, Jira, Kibana, Postman and Bugfender, as well as Microsoft suite of products
You have:
- Proven experience in a customer-facing role with regular telephone-based support (e.g. contact centre, service desk, or high-volume support environment)
- At least 1–2 years’ experience handling customer support via telephone in a fast-paced environment
- Strong verbal communication skills, with the ability to build rapport quickly, control conversations, and explain technical concepts clearly over the phone
- Experience handling challenging conversations and confidently de-escalating frustrated customers
- The skillset to follow up with customers and deliver timely updates on tickets and cases
- Experience of working in a high-performing, busy team
- 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
- A desire to increase your technical knowledge
- Willingness to contribute ideas, innovation and team spirit
You may have:
- Experience or interest in the Care industry
- An inclination to keep up with developments in 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, or to apply with your CV, 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 Hampshire employer: PASS
At everyLIFE Technologies, we pride ourselves on being an exceptional employer that values our employees' growth and well-being. With a hybrid working model based in Farnborough, we offer a supportive work culture, comprehensive benefits including private medical cover and a generous holiday allowance, and opportunities for professional development in a fast-paced, customer-focused environment. Join us in transforming the UK care industry while enjoying a fulfilling career that makes a real difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success and Support Analyst in Hampshire
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PASS. 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 PASS 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 Customer Success and Support Analyst in Hampshire
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 PASS:Your cover letter is your chance to shine! Tell us why you want to work at PASS 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 PASS!
How to prepare for a job interview at PASS
✨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.
