At a Glance
- Tasks: Provide top-notch customer support and troubleshoot queries using Salesforce.
- Company: Join a dynamic team at Into Film, passionate about education and film.
- Benefits: Enjoy flexible hours, health insurance, and study loans while working part-time.
- Other info: Hybrid working options available from various UK locations.
- Why this job: Make a difference in the education sector while developing your customer service skills.
- Qualifications: Strong communication skills and familiarity with CRM tools like Salesforce.
The predicted salary is between 30500 - 32000 £ per year.
Salary: £30,500 - 32,000 per year
Requirements
- Excellent customer relationship and service management skills.
- Exceptional verbal and written communication skills.
- Excellent time and project management skills, including the ability to prioritise and plan for maximum efficiency.
- Good understanding of Salesforce or a similar CRM, including service measurement tools, analytics, metrics, and insights.
- Good understanding of the education market and curriculum, both formal and informal.
- Preference for familiarity with the Microsoft Office Suite (Office 365).
- Preference for Salesforce case management experience (Service Cloud).
- Preference for a love of and knowledge about film.
- Enhanced DBS clearance and/or Access NI check or Disclosure Scotland check, depending on location, for roles working regularly with children and member data.
Responsibilities
- Provide customer service and manage support queries from users of our products and services through Salesforce, including email inboxes, phone calls, and live chat.
- Troubleshoot technical issues and, when necessary, escalate to the Customer Support Engineer Coordinator and/or digital team via Jira.
- Participate in the rota for answering our main phone line.
- Keep support documentation, including FAQs, knowledgebase content, and website pages, up to date with the latest solutions.
- Assist with detailed reporting on customer service issues using our CRM, including issue type and frequency.
- Assist with creating and distributing support-focused surveys to our users.
- Support onboarding and provide escalation support where demand requires outsourcing to service vendors or contractors.
- Support the Customer Support Engineer Coordinator on projects and work areas defined by the Head of Product and Technology.
- Undertake any other reasonable duties assigned by Into Film.
- Maintain quality in all dealings with stakeholders, including teachers, children and young people, industry partners, funders, supporters, parents and carers, and the public.
- Actively live our EEDI values and ethos in everything we do.
- Contribute to long‑term planning to support growth in line with demand and resources.
- Contribute to the regular monitoring and evaluation of our work.
Technologies
- Cloud CRM
- Support JIRA
- Office 365
- Salesforce
Benefits
This is a part‑time, fixed‑term Customer Support Engineer role for 20 hours per week, Monday to Friday from 8am to 12pm, on a hybrid working basis from Edinburgh, Belfast, Cardiff, Salford, or London. We offer flexible working where the role allows, including compressed hours, and a range of staff benefits such as pro‑rated annual leave, matched pension contributions, enhanced family leave, study loans, travel loans, wellbeing support, health insurance, and discounts through our benefits portal.
Customer Support Engineer employer: Sivara GmbH
As a Customer Support Engineer at our company, you will thrive in a supportive and inclusive work culture that prioritises employee wellbeing and professional growth. With flexible working hours and a range of benefits including health insurance and study loans, we empower our team to balance their personal and professional lives while contributing to meaningful projects in the education sector. Join us in Edinburgh, Belfast, Cardiff, Salford, or London, where your passion for customer service and knowledge of film can make a real impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Engineer
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Sivara GmbH and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Sivara GmbH and let us see your personality shine through!
We think you need these skills to ace Customer Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Sivara GmbH.
Get Familiar with Our Brand:Before applying, take some time to learn about Sivara GmbH and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Sivara GmbH
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Sivara GmbH.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Sivara GmbH will surely appreciate.
