At a Glance
- Tasks: Manage customer support tickets and resolve issues with genuine care.
- Company: Join a dynamic SaaS company focused on customer success.
- Benefits: Remote work, competitive salary, and opportunities for growth.
- Other info: Collaborative environment with a focus on continuous improvement and learning.
- Why this job: Make a real impact by enhancing customer experiences and satisfaction.
- Qualifications: 2+ years in customer support, strong communication skills, and a customer-first mindset.
The predicted salary is between 30000 - 40000 £ per year.
As a Customer Support Specialist (Ticket Analyst) at Solvace within the Customer Success team, you will be the first line of expert support for our customers across the EU and beyond. You will own the end-to-end management of support tickets, ensuring every customer query is handled promptly, accurately, and with genuine care. Working closely with the Customer Success, Account Management and Software Implementation teams, you will triage, investigate, and resolve technical and functional issues raised by customers using the Solvace platform. You will play a critical role in maintaining customer satisfaction, protecting retention, and contributing to the overall success of Solvace’s customer base.
This is a role for someone who is naturally curious, highly organised, and genuinely passionate about solving problems and delivering an outstanding customer experience.
We are looking for someone EU-Based (Remote) - France, UK, Germany or Portugal preferred - French Speaking.
Key Responsibilities- Own the full lifecycle of customer support tickets on a day-to-day basis, from initial receipt through to resolution and closure.
- Triage and prioritise incoming tickets based on urgency, severity, and customer impact.
- Investigate and diagnose technical and functional issues raised by customers, working within agreed SLAs.
- Provide clear, accurate, and timely responses to customers at every stage of the ticket journey.
- Escalate complex or unresolved issues to the appropriate internal teams, including Product, Engineering, and Customer Success Account Managers, with full context and documentation.
- Follow up on escalated tickets to ensure resolution and keep the customer informed of the status.
- Maintain a clean and well-documented ticket queue, ensuring all tickets are handled promptly.
- Serve as a trusted, knowledgeable, and friendly point of contact for customers experiencing issues with the Solvace platform.
- Deliver an exceptional support experience that reinforces customer confidence and drives satisfaction.
- Proactively identify patterns in customer issues and surface these to the wider team to prevent recurring problems.
- Support customers in understanding platform features and functionality, providing guidance and best-practice advice where relevant.
- Contribute to customer onboarding and adoption by assisting with initial setup queries and platform orientation questions.
- Work closely with senior team members while learning how to effectively diagnose issues but should become very self-sufficient, eventually providing ideas and feedback as to how we can enhance our product to avoid these issues in the future.
- Collaborate with the Product and Engineering teams to report bugs, reproduce issues, and contribute to platform improvements.
- Participate in team meetings, knowledge-sharing sessions, and training to stay current on product updates and best practices.
- Support the development and maintenance of internal knowledge base articles, FAQs, and support documentation.
- Contribute to reporting on ticket volumes, resolution times, SLA performance, and customer satisfaction metrics.
- Adhere to agreed support processes, SLAs, and quality standards at all times.
- Maintain accurate and up-to-date records of all customer interactions in the CRM and ticketing system.
- Identify opportunities to improve support workflows, response templates, and escalation processes.
- Contribute to a culture of continuous improvement within the Customer Success team.
- 2 + years of experience in a customer support, helpdesk, or service desk role, ideally within a SaaS or technology environment.
- Demonstrable experience managing and resolving support tickets in a structured, process-driven environment.
- Strong written and verbal communication skills in English, with the ability to explain technical issues clearly to non-technical audiences.
- Highly organised with excellent attention to detail and the ability to manage multiple tickets simultaneously without dropping quality.
- A genuine customer-first mindset, empathetic, patient, and committed to delivering a great experience.
- Comfortable working in a fast-paced, remote-first environment with a high degree of autonomy.
- Proficiency with CRM or ticketing tools (Zendesk, Jira, Freshdesk, SAP Service Cloud).
- Based in the EU with the right to work in your country of residence.
- Experience supporting customers in the manufacturing, industrial, or operations technology sector.
- Familiarity with manufacturing systems and processes, including ERP, MES, SAP or Operational Excellence methodologies (TPM, WCM, Lean Six Sigma).
- Experience working alongside Customer Success or Account Management teams in a B2B environment.
- Proficiency in a second European language — French, German, Spanish, Portuguese, or Arabic particularly valued.
- Experience contributing to knowledge base or documentation creation.
- An interest in Industry 4.0 technologies, including AI, IoT, AR, or VR.
- A collaborative spirit: you work well across teams and bring a positive, can-do energy to everything you do.
- Intellectual curiosity: you enjoy getting to the bottom of a problem and are not satisfied with a surface-level answer.
- Resilience and calm under pressure: you can manage a busy queue and a frustrated customer with equal professionalism.
- A growth mindset: you embrace feedback, learn from mistakes, and are always looking to improve.
- Accountability: you take ownership of your tickets and your customer relationships, and you follow through.
- Ambition: this role is a genuine opportunity to grow within a fast-moving SaaS business, and we want people who want to develop.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SOLVACE. 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 SOLVACE 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 Specialist in Edinburgh
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 SOLVACE:Your cover letter is your chance to shine! Tell us why you want to work at SOLVACE 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 SOLVACE!
How to prepare for a job interview at SOLVACE
✨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.
