At a Glance
- Tasks: Resolve technical issues and support users of innovative software.
- Company: Join a purpose-driven, rapidly growing business with a collaborative culture.
- Benefits: Enjoy a competitive salary, company bonus, and hybrid working model.
- Other info: Be part of a small, agile team with excellent career growth opportunities.
- Why this job: Make a positive impact on society while developing your technical expertise.
- Qualifications: Experience in technical support and strong problem-solving skills required.
The predicted salary is between 28000 - 35000 £ per year.
Pay: £28,000.00 - £35,000.00 per year. Hybrid working (3-days per week in the office).
The Role
Our client is looking for a technically capable and detail-oriented Customer Support Executive to join their team. This is an individual contributor role focused on resolving technical and product-related issues raised by users of their software. You will be the engine behind the support function investigating problems, co-ordinating with internal teams, and driving issues through to resolution. This role suits someone who takes pride in clear, thorough diagnosis, is comfortable working with both customer facing and technical teams, and who wants to develop deep expertise in a software and consultancy environment. This role will suit somebody with a desire to drive positive change in social sustainability, ready to play a key role in the continued growth of the company as part of a small but agile team. The successful candidate will play a pivotal role in helping customers report their positive impact on society.
Key Responsibilities
- Report to the Head of Customer Success your performance against objectives and targets.
- Take full responsibility for managing Help Desk enquiries from our customers, ensuring quick, thorough, and empathetic responses.
- Own the end-to-end lifecycle of support tickets from intake and triage through to resolution and closure.
- Prioritise and manage a queue of open issues, ensuring SLAs are met and critical problems are escalated promptly.
- Investigate and diagnose product issues, reproducing problems and identifying root causes.
- Co-ordinate with engineering, product, and success teams to drive resolution of complex or recurring issues.
- Co-ordinate with success managers on communication with clients for more complex issues.
- Identify patterns in recurring issues and work with product and engineering teams to address root causes and reduce ticket volume.
- Provide structured feedback to the product team based on support trends, bugs, and usability issues observed in the field.
- Maintain clear and accurate records of issues, investigations, and outcomes in the support platform and CRM.
- Contribute creative and innovative ideas to the team, challenging existing methods and contribute to the development and continuous improvement of support workflows, tooling, and documentation.
- Build and maintain internal knowledge base articles, troubleshooting guides, and runbooks to improve resolution speed and consistency.
- Track and report on key support metrics including response times, resolution rates, and SLA compliance.
Person Specification
Essential knowledge & experience:
- 2-5 years of experience in a technical support, application support, or software helpdesk role.
- Strong analytical and problem-solving skills, with the ability to diagnose issues methodically.
- Clear and professional written communication skills able to document issues, investigations, and resolutions accurately.
- Experience working with support or ticketing platforms (e.g. Hubspot, Zendesk, Jira Service Management, Freshdesk).
- Comfortable working cross-functionally with success, engineering and product teams.
- Organised and self-directed, able to manage a queue of concurrent issues independently.
Desirable knowledge & experience:
- Familiarity with the concept of Social Value in public sector procurement.
- Adept user of the HubSpot CRM.
- Experience supporting enterprise SaaS or bespoke software products.
- Experience writing technical documentation or knowledge base content.
Skills:
- Technical Support.
- Analytical And Problem Solving.
- Ability to Prioritize.
- Collaborate.
- Organised and self-directed.
Benefits:
- Company Bonus.
- Company Events.
- Hybrid working.
- Purpose driven business.
- Rapidly growing business.
Customer Support Executive TLNT1_NI in Holywood employer: SalesNet
Join a purpose-driven business that values your technical expertise and commitment to social sustainability. With a hybrid working model, you will enjoy the flexibility of working three days in the office while being part of a rapidly growing team that fosters innovation and collaboration. The company offers ample opportunities for personal and professional growth, alongside a supportive work culture that encourages creative problem-solving and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Executive TLNT1_NI in Holywood
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SalesNet. 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 SalesNet 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 Support Executive TLNT1_NI in Holywood
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 SalesNet:Your cover letter is your chance to shine! Tell us why you want to work at SalesNet 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 SalesNet!
How to prepare for a job interview at SalesNet
✨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.
