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- Tasks: Help customers solve issues and guide them through our software.
- Company: UK market leader in software for Field Service and Trade companies.
- Benefits: Hybrid work, hands-on influence, and opportunities for growth.
- Why this job: Make a real impact while learning and growing in a dynamic environment.
- Qualifications: Experience in customer service and strong communication skills.
- Other info: Join a high-energy team focused on continuous improvement.
The predicted salary is between 30000 - 42000 £ per year.
We are looking for a proactive, people-focused Customer Support Specialist to help our users get real value from our software. You will be the first point of contact for customers, solving issues, guiding new users, and feeding back insights that shape our product. If you enjoy problem-solving, learning fast, and helping people succeed, you will fit right in.
About Us: We are the UK market leader in software for Field Service and Trade companies. Our platform powers scheduling, legal certificates, service reminders, quotes, invoices, and more — giving customers a smooth, efficient digital workflow. As part of the support team, you will play a key role in ensuring customers get the most from the product and that their feedback drives continuous improvement.
What You Will Do:
- Handle customer questions via email, chat, and phone.
- Troubleshoot software issues and guide customers through solutions.
- Support new users with setup and onboarding.
- Manage account queries, including subscriptions, billing, and access.
- Spot recurring issues and recommend improvements to the product or documentation.
- Maintain and update knowledge base articles and guides.
- Build strong relationships with customers through clear, empathetic communication.
- Collaborate with product, engineering, sales, and marketing to improve the overall customer journey.
- Escalate urgent or widespread issues quickly and clearly.
What Success Looks Like:
- Consistent performance across response times, resolution rates, and customer effort scores.
- Clear, complete communication that reduces ticket reopen rates.
- Meaningful contributions to our knowledge base and product improvements.
- Deep product understanding and the ability to take full ownership of customer issues.
- Trusted by internal teams as the 'voice of the customer'.
What You Will Bring:
- Strong communicator who can explain technical concepts simply.
- Confident problem-solver with experience troubleshooting software issues.
- Customer-facing experience in support or service roles.
- Fast learner who enjoys mastering new tools and features.
- Able to manage multiple enquiries while working collaboratively with internal teams.
Requirements:
- Minimum 2 years of experience in customer service, ideally supporting SaaS or software products.
- Strong understanding of how software works and interacts with user environments.
- Experience supporting software products, SaaS tools, or similar customer-facing tech.
- Basic knowledge of IT networking (Wi-Fi, LAN, cables, routers, firewalls).
- Relevant certifications (e.g., CompTIA, Microsoft, networking) are a plus.
Our Values:
- Customer First – Start with what helps the customer most.
- Own It – Take responsibility for actions and outcomes.
- Attack the Day – Bring energy, focus, and momentum.
- 1% Better Every Day – Commit to continuous improvement and learning.
Role Details:
- Hybrid: 3 days in the office, 2 from home.
- Location: 2 min walk from Sevenoaks station (30 minutes from London).
- Culture: High-energy, no-ego, get-stuff-done team.
- Founders: Serial entrepreneurs with deep industry expertise.
Why Join Us:
This role gives you hands-on influence in a fast-moving product environment. You will learn quickly, work with experienced people, and have space to grow into senior support, customer success, QA, or product roles.
Customer Support Specialist in Sevenoaks employer: Software Works For You Ltd
Contact Detail:
Software Works For You Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist in Sevenoaks
✨Tip Number 1
Get to know the company inside out! Familiarise yourself with our software and how it helps customers. This way, when you chat with us, you can show off your knowledge and passion for what we do.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, being able to explain technical stuff in a simple way is key. Try role-playing with a friend or family member to get comfortable.
✨Tip Number 3
Show us your problem-solving skills! Think of examples from your past experiences where you tackled tough customer issues. We love hearing about how you turned a negative situation into a positive one.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team and helping our customers succeed.
We think you need these skills to ace Customer Support Specialist in Sevenoaks
Some tips for your application 🫡
Show Your Customer Focus: Make sure to highlight your experience in customer service. We want to see how you've helped customers in the past, so share specific examples of how you’ve solved problems or improved their experience.
Keep It Clear and Concise: When writing your application, be straightforward. Use simple language to explain your skills and experiences. We appreciate clarity, so avoid jargon unless it’s relevant to the role.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to our job description. Mention how your skills align with what we’re looking for in a Customer Support Specialist.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Software Works For You Ltd
✨Know the Product Inside Out
Before your interview, make sure you have a solid understanding of the software and services the company offers. Familiarise yourself with common issues users face and think about how you would solve them. This will show your proactive approach and genuine interest in helping customers.
✨Showcase Your Communication Skills
As a Customer Support Specialist, clear communication is key. During the interview, practice explaining technical concepts in simple terms. Use examples from your past experience where you successfully communicated with customers to resolve their issues.
✨Demonstrate Problem-Solving Abilities
Prepare for situational questions that assess your problem-solving skills. Think of specific instances where you identified a recurring issue and proposed a solution. Highlight your ability to troubleshoot and guide users through complex problems.
✨Emphasise Your Customer-Centric Mindset
The company values a 'Customer First' approach, so be ready to discuss how you've prioritised customer needs in previous roles. Share stories that illustrate your commitment to improving the customer experience and how you’ve taken ownership of customer issues.