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For Companies At a Glance
- Tasks: Support customers with software issues and manage onboarding processes.
- Company: Join a fast-growing, VC-backed SaaS company in the retail tech space.
- Benefits: Enjoy hybrid work options, great perks, and a vibrant team culture.
- Why this job: Perfect for tech-savvy graduates or experienced support professionals looking to grow.
- Qualifications: 1 year of software support experience or 2 years in customer support required.
- Other info: Must be able to commute to Reading office 3-4 times a week.
The predicted salary is between 24000 - 36000 £ per year.
Technical Service Executive - SaaS - incredible Retail tech
Salary up to £30,000
Customer facing role with a wide remit
Hybrid / remote role - but must have access to Reading regularly
Great perks and benefits
This role is perfect for a graduate with 6 months to 1 year post graduation work experience, or perhaps someone with no degree but with 2 years experience in Customer support, but with a technical edge. You will work within a growing and thriving team to support customers on software support issues as a 1st line agent.
The Company
A VC backed, incredibly high growth SaaS scale up, working with a range of enterprise retail accounts. The team are an intelligent, lively and highly driven bunch.
The Role
As a member of the Technical Support Team, you will be responsible for a host of reactive and proactive customer activities. You will be the primary point of contact via telephone and email for customers with support queries. In addition, you will work across the onboarding teams, helping train and educate customers in how to use the products. You will be used to working in a team and have great interpersonal skills both internally and externally. The successful candidate will be required to be in the Reading office at least 3 - 4 days a week.
Responsibilities
- Provide remote technical support to all our clients
- Provide initial response and then triage of client tickets
- Help manage the customer onboarding process
- Work with senior stakeholders both internally and externally
- Update and manage support tickets to completion via our ITSM system
- Update client information on our CRM system (Salesforce - Service Cloud)
- Prepare for and deliver weekly ticket calls and provide updated ticket lists, liaising directly with clients
- Adhere to the internal and external support SLAs
- Escalate client tickets when required
- Engage with clients to deliver real insight & added value through case and ticket management
The Person
You will have around a year's experience supporting a software product in another environment. Excellent communication and interpersonal skills - a confident speaker with the ability to translate technical terms to non-technical people. Experience of Jira and Hubspot is useful. A brilliant team worker - you thrive with both internal and external teams. Ideally, service cloud experience.
Get in touch with Chloe for more information.
Customer Support Executive - software employer: PIE Recruitment
Contact Detail:
PIE Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Executive - software
✨Tip Number 1
Familiarise yourself with the SaaS industry and retail tech specifically. Understanding the challenges and trends in this sector will help you engage more effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your technical support skills, especially around software troubleshooting. Being able to discuss common issues and solutions will show that you're prepared for the customer-facing aspects of the job.
✨Tip Number 3
Network with current or former employees of the company on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Prepare to showcase your interpersonal skills through examples from your past experiences. Think of specific situations where you successfully communicated complex information to non-technical users, as this is crucial for the role.
We think you need these skills to ace Customer Support Executive - software
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, especially in a technical environment. Emphasise any software support roles you've held and include specific examples of how you've helped customers.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer support and technology. Mention your ability to communicate complex technical information clearly and your experience with tools like Jira and Hubspot, if applicable.
Highlight Interpersonal Skills: In your application, stress your excellent communication and interpersonal skills. Provide examples of how you've successfully worked within a team and engaged with clients to resolve issues.
Show Enthusiasm for the Role: Convey your excitement about the opportunity to work in a high-growth SaaS environment. Mention your willingness to learn and adapt, as well as your commitment to providing exceptional customer service.
How to prepare for a job interview at PIE Recruitment
✨Showcase Your Technical Knowledge
Since this role requires a technical edge, be prepared to discuss your experience with software support. Highlight any specific tools or platforms you've worked with, such as Jira or Hubspot, and be ready to explain how you’ve used them to solve customer issues.
✨Demonstrate Your Communication Skills
As a Customer Support Executive, you'll need to communicate effectively with both technical and non-technical clients. Practice explaining complex concepts in simple terms, and consider sharing examples of how you've successfully navigated challenging conversations in the past.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think about past experiences where you triaged support tickets or managed customer onboarding, and be ready to discuss how you handled those situations.
✨Research the Company and Its Products
Familiarise yourself with the company’s offerings and its position in the retail tech space. Understanding their products will not only help you answer questions more effectively but also demonstrate your genuine interest in the role and the company.
