Customer Support Specialist (Software)

• Respond to Customer Inquiries: Address and resolve customer questions and issues received through email, live chat, phone, and social media.
• Troubleshoot Technical Problems: Diagnose and solve technical issues for customers, guide them through solutions, and escalate complex problems to the engineering team when necessary.
• Onboard and Guide Users: Assist new customers with setup and onboarding, and provide guidance on product features and best practices.
• Manage Customer Accounts: Handle account-related tasks such as subscription management, billing questions, user access, and configuration.
• Track and Investigate Issues: Identify and analyse repetitive customer questions to find root causes and recommend improvements to the product or user documentation.
• Create Support Documentation: Write and update FAQs, knowledge base articles, and user guides to help customers solve problems on their own.
• Build Customer Relationships: Foster positive and loyal relationships with customers by providing empathetic and effective support.
• Collaborate Internally: Work closely with sales, product, marketing, and customer success teams to share customer feedback and contribute to a cohesive experience.
• Identify and Escalate Urgent Issues: Recognise and flag critical or widespread problems for immediate attention to minimise impact on customers.

• Achieve Excellent Performance Metrics: You consistently meet or exceed targets for key metrics such as First Response Time, First Contact Resolution, and Customer Effort Score, demonstrating efficiency and effectiveness in your role.
• Become a Trusted Customer Advocate: You are recognised by customers for providing clear, empathetic, and complete solutions. This is reflected in a low Ticket Reopen Rate and positive feedback, showing that customers feel heard and valued.
• Drive Proactive Improvements: You move beyond reactive support by identifying trends in customer issues. You actively contribute to the knowledge base and provide valuable feedback that leads to tangible product improvements and increased self-service usage.
• Master the Product and Processes: You develop a deep understanding of the software and internal procedures, allowing you to resolve issues independently and take full ownership of the customer experience from start to finish.
• Be a Key Internal Collaborator: You are seen as the voice of the customer by other departments. Your insights are sought after by product, sales, and marketing teams to help improve the overall customer journey and business goals

• Exceptional Communication: The ability to listen with empathy and explain complex technical solutions in a clear, simple manner.
• Strong Technical and Problem-Solving Skills: Experience troubleshooting software issues, with a knack for quickly diagnosing root causes.
• Proven Customer-Facing Experience: A background in a customer support or technical service role with a genuine desire to help users succeed.
• Rapid Learning Ability: The capacity to quickly master a constantly evolving product and its new features.
• Excellent Time Management and Collaboration: The skill to manage multiple customer inquiries efficiently while working effectively with internal teams like product and sales.

• Customer First: Whatever you do, it must help the customer before all else. Prioritise the needs and satisfaction of the customer in all of your actions.
• Own It with Professional Pride: Responsibility is a choice, and we must choose it every day. Whatever task, decision, or action you take, own the outcome completely.
• Attack the day: Turn up with energy, focus and determination. Meet challenges head on and get things done.
• 1% Better Everyday: Growth isn’t optional—it’s essential. We are either growing or dying – push yourself to grow and learn every day.

• Hybrid working: 3 days in the office, 2 days from home.
• Office Location: 2 minutes walk from Sevenoaks train station.
• (30 minutes by train from London Bridge, Charing Cross, and Waterloo).
• Culture: Great Team Vibe – We Get Stuff Done.
• Pedigree: Serial Entrepreneurial Founding Team.

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