At a Glance
- Tasks: Help customers with technical issues and become a Scheduling Expert.
- Company: Join Cronofy, a high-growth tech company with a global impact.
- Benefits: Competitive salary, flexible working, personal development days, and private medical care.
- Other info: Dynamic team culture with opportunities for career progression.
- Why this job: Make a real difference in customer experiences while growing your career.
- Qualifications: Understanding of APIs and experience in technical support preferred.
The predicted salary is between 40000 - 40000 £ per year.
About us
Cronofy is a high-growth technology company headquartered in Nottingham, UK. Our mission is to be the go-to scheduling infrastructure for high performance companies globally. Over the past 11 years, we’ve grown a self-sustaining, profitable business serving businesses around the world. From market leaders like GoDaddy, Houzz and Indeed through to the smallest tech start-ups. We're truly international, with over half of our customers in the US with the remainder across EMEA and APAC.
Our Customer Support team provides first-class service, with a Customer Satisfaction rating of >97%. It’s an incredibly exciting time to join us, following recent funding we are in a strong position to enhance our core offering and expand into growing international markets. We are now looking for someone to help support the growth of the unparalleled Scheduling products that Cronofy offer.
We actively support and encourage people to grow in their careers, and this role comes with real, proven progression. Previous support team members have moved into other areas of the business, such as engineering or infrastructure - or focus on Support to become an expert in what you do. We provide the time and tools to learn, improve, and develop, and we'll support you in finding the right path.
The role
As part of the Technical Support team, the role of Support Engineer is to resolve technical issues and queries for Cronofy's customers while delivering first-class support. The Support Engineer is responsible for fielding questions from the Cronofy customer base, taking ownership of customer issues, and seeing them through to resolution. Alongside ticket resolution, the Support Engineer regularly reviews and updates our documentation pages.
This person genuinely cares about doing right by the customer and works closely with other teams across the business to ensure that customers have positive experiences with Cronofy. They naturally look for a better way forward, using initiative to find improvement opportunities and act on them. They're curious by nature and keen to deepen their understanding, building expertise in Cronofy's API and Scheduler tool. This role will also work alongside our Engineering team on product development projects, building the technical grounding needed to support increasingly complex, product-related issues.
This role reports to Rachael, Support Team Lead.
Key Responsibilities:
- Helping customers use Cronofy effectively
- Building an in-depth understanding of Cronofy’s API, Scheduler tool, and the problems our customers face; becoming a Scheduling Expert
- Managing, investigating, and resolving customer support tickets. Taking ownership from first response through to resolution
- Troubleshooting technical issues, identifying root causes, and problem solving across a range of customer use cases
- Providing exceptional customer service by offering advice, resolving confusion, and identifying possible bugs for our customers
- Writing clear and helpful documentation for existing and upcoming features
- Searching for opportunities to improve processes and support continuous improvement within the department
- Working with Success, Product, Engineering, and Sales teams to understand and help customers
Requirements:
- Clear understanding of API concepts and how they operate
- Experience with an API or SaaS based business supporting a product
- Technical customer support experience
- Development experience with APIs, NodeJS, Ruby on Rails, C#, PHP or Go is preferred but not essential
- Sysadmin experience with MS Exchange and/or Office 365 is preferred but not essential
How we work
We can support a predominantly remote, office-based or hybrid working model. We really do value face to face time and, under normal circumstances, encourage teams to spend regular time together at our offices or suitable locations.
Our Support team currently covers the UK and Amsterdam. We meet in a mixture of Nottingham (HQ), London, and Amsterdam offices. For this reason we are open to considering applicants in either the UK or Netherlands.
We work hard but insist that everyone considers the balance between this alongside life and responsibilities outside of work. We use our principles to guide our behaviour as people and form the basis for our day-to-day decision making.
We are direct with our dealings with each other. We continuously work to build mutual trust so that we can give each other feedback without fear of it being taken personally.
Hiring process
The goal is to discover what you will bring to Cronofy and what Cronofy will bring to you. It's as important for you to determine whether this is the right move for your career as much as anything else, so don't be afraid to ask questions. We value transparency and so are happy to answer (virtually) any questions you may have.
What we offer
- £30,000 - 40,000 per annum according to your experience
- Pension scheme matched at 5%
- 25 days holiday in addition to flexible national holidays. National holidays are added to your holiday allowance and you're not required to take them on the corresponding day.
- 6 personal development days per year to use for L&D, charitable causes or similar
- Private medical care with Bupa
- Medicash Proactive cash plan for dental, optical etc.
- EAP - Employee Assistance Programme providing 24/7 mental health support
- Extended maternity and paternity leave for new parents and adoption
- Pleo card for work expenses, hardware, travel etc.
- A flexible approach to working; remote, office or hybrid
- A principles driven culture that provides the framework for autonomous decision making and personal development.
Cronofy exists to schedule everything for everyone. We can only achieve this goal when we strive to foster an inclusive working environment that inspires innovative thinking. We believe everyone at Cronofy should have equal opportunity to learn, create their best work, and grow in their careers.
Support Engineer in Nottingham employer: us Cronofy
Cronofy is an exceptional employer that prioritises employee growth and well-being, offering a flexible working environment in Nottingham, UK. With a strong commitment to career progression, employees can explore various paths within the company while enjoying a supportive culture that values transparency and collaboration. The benefits package, including generous holiday allowances, personal development days, and private medical care, further enhances the rewarding experience of being part of a high-growth technology firm dedicated to innovation and inclusivity.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at us Cronofy. 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 us Cronofy 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 Support Engineer in Nottingham
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 us Cronofy:Your cover letter is your chance to shine! Tell us why you want to work at us Cronofy 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 us Cronofy!
How to prepare for a job interview at us Cronofy
✨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.
