At a Glance
- Tasks: Provide real-time support to customers via phone, email, and live chat.
- Company: Join SimpliSafe, a leading home security company on a mission to protect homes.
- Benefits: Enjoy 36 days holiday, enhanced pension, private healthcare, and team social events.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Be part of a customer-obsessed team making a real impact in home security.
- Qualifications: Customer service experience is essential; tech support experience is a plus.
The predicted salary is between 25650 - 31350 £ per year.
At SimpliSafe, we're not just another home security company — we're on a mission to make every home secure. Our award-winning smart security systems already protect over 4 million customers across the US and UK, and we're just getting started.
Since launching in the UK in 2019, we've received top ratings from Trustpilot, glowing reviews from leading publications, and a sky-high Net Promoter Score of 72+. But it's our people who make all the difference. Now, we're looking for a motivated, customer-obsessed Customer Support Advisor to join our Manchester-based team and help take our service to the next level.
The Role:
As a Customer Support Advisor, you'll be at the heart of our customer journey - providing real-time support to our customers. You'll work across phones, emails, and live chat to provide technical support to our customers and help people feel safe in their homes.
What You'll Do:
- Managing inbound and outbound call workflows in a timely manner
- Communicating with our customers via Phone, Email, Live Chat and Social Media
- Supporting our customers' technical enquiries and offering solutions
- Identifying and assisting customer's needs and requirements
- Troubleshooting issues with our customers
- Ensuring excellent call quality and working to achieve 'first call resolution' (FCR) on all calls
- Proactively contacting customers to ensure their satisfaction
What You'll Need:
- Experience in technical support is desirable
- Experience in customer service is essential
- Must be an excellent communicator with the ability to build rapport quickly and easily with customers from all walks of life
- Must be able to prioritise effectively and work efficiently
- Strong phone contact handling skills and active listening
- Team player - must be able to follow instructions, accept and apply feedback
- Customer orientation and ability to adapt/respond to different characters
- Adept in problem solving and skilled in troubleshooting
- Strong attention to detail
What Values You'll Share:
- Customer Obsessed - We understand our customers and aim to build long term relationships and trust.
- Aim High - We are always challenging ourselves and others to grow and improve.
- No Ego - We drive to succeed as a team and learn from our mistakes.
- One Team - We collaborate and win as a team.
- Lift As We Climb - We invest in developing others and ourselves.
- Lean & Nimble - We test, learn and improve.
What's in it for you?
- 36 Days holiday entitlement
- Enhanced pension
- Life assurance
- Private dental and healthcare
- Free eye test and contribution to glasses
- Employee Assistance Programme
- Access to retail discounts
- SimpliWell - Wellbeing contribution (e.g. gym, spa day, athleisure etc.)
- Cycle to work scheme
- Team social events (annual summer and Christmas parties, amongst other socials)
- Freebies, Perks at Work membership, monthly pay day breakfast, monthly lunch, weekly snacks etc.
If you're passionate about customer service, love tech, and want to be part of something meaningful—we want to hear from you.
We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others.
Customer Support Advisor employer: SimpliSafe
At SimpliSafe, we pride ourselves on being more than just a home security company; we are a community dedicated to making every home secure. Located in Greater Manchester, our vibrant work culture fosters collaboration and personal growth, offering extensive benefits such as 36 days of holiday, enhanced pension plans, and wellness contributions. Join us to be part of a team that values customer obsession, teamwork, and continuous improvement, all while enjoying a supportive and inclusive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SimpliSafe. 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 SimpliSafe 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 Advisor
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 SimpliSafe:Your cover letter is your chance to shine! Tell us why you want to work at SimpliSafe 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 SimpliSafe!
How to prepare for a job interview at SimpliSafe
✨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.
