At a Glance
- Tasks: Provide top-notch support to customers using our innovative grant management software.
- Company: Join a leading tech company with a focus on customer success and satisfaction.
- Benefits: Flexible working hours, competitive pay, and opportunities for professional growth.
- Other info: Dynamic team environment with a commitment to continuous learning and development.
- Why this job: Be the voice of our customers and make a real difference in their experience.
- Qualifications: Experience in customer support, great communication skills, and a passion for problem-solving.
The predicted salary is between 38250 - 46750 £ per year.
Description
Flexigrant is a leading provider of grant management software solutions built on our Flexigrant product.
We have more than 100 Flexigrant clients including Cancer Research UK, The British Heart Foundation, Royal Society, the Royal Academy of Engineering, the Academy of Medical Sciences and the British Academy.
The Role
We're looking for a Customer Support Representative to join our Customer Success team.
You'll be the first point of contact for customers, helping them get the most out of Flexigrant through fast, accurate and empathetic support, using modern tools and AI-assisted workflows to resolve issues faster.
This role is central to our drive towards world-class customer satisfaction: as well as resolving tickets, you'll help automate repetitive support work and use customer feedback to push CSAT and NPS scores towards best-in-class.
A great fit for someone who enjoys problem-solving, thrives in a fast-paced Saa S environment, and wants to grow into a subject-matter expert on a market-leading product.
Key Responsibilities
- Front-Line Support
- Own tier 1 support, triaging, resolving and escalating tickets via Freshdesk
- Respond to customer queries by email, phone and video call, adapting communication style to the customer's technical confidence
- Meet and exceed SLA targets for response and resolution time, keeping customers informed throughout
- Use AI-powered tools to speed up ticket triage, draft and refine responses, and surface relevant solutions
- Knowledge & Continuous Improvement
- Create, update and maintain solution articles and knowledge base content
- Support delivery of product webinars and online learning sessions
- Identify recurring issues and knowledge gaps, and build content or process improvements to reduce repeat tickets
- Bring your own helpdesk and support tooling experience to help refine our processes
- Support the rollout of new AI and automation tools within the support function
- Reporting & Insight
- Report regularly on helpdesk metrics: tickets received, response time, resolution time, CSAT and other key indicators
- Gather and share customer feedback with Customer Success, Product and Development teams
- Spot trends in customer queries that could inform product or documentation improvements
- Help run our customer satisfaction and NPS programme: surveys, verbatim analysis, closing the loop with detractors, and turning themes into service improvements
- Ensure all data handling complies with GDPR, confidentiality and security requirements
- Collaboration
- Work closely with Customer Success, Implementation and Product to ensure a joined-up customer experience
- Escalate complex or high-impact issues to the right internal owner
- Contribute to a culture of shared learning on product updates and best practices
- Key skills, knowledge and abilities
- Experienced in a customer support or service role, ideally supporting a Saa S or cloud-based product
- Detail-oriented self-starter who enjoys process, problem-solving and getting to the root cause of an issue
- Comfortable communicating with customers by email, phone and video call
- Able to explain technical concepts in plain language for non-technical users
- Curious, with the ability to quickly learn new systems and tools, including AI-assisted support tools
- Comfortable using AI tools as part of your day-to-day workflow, while knowing when to apply your own judgement
- Automation-minded, with an instinct for spotting repetitive work and experience (or appetite) for configuring workflows, rules or integrations to remove it
- Team player who enjoys a challenge and wants to grow into owning their area of the business
- Committed to continuous learning and professional development
- What Success Looks Like
- Customers receive fast, accurate and friendly support that leaves them confident in the product
- SLAs are consistently met, with clear visibility on helpdesk performance
- CSAT and NPS trend upwards towards world-class levels, with detractor feedback acted on
- The knowledge base stays current, comprehensive and genuinely useful
- AI tools are used effectively to boost efficiency without compromising quality or empathy
- Strong working relationships with customers, becoming a trusted point of contact
- Recognised as a trusted product expert, internally and by customers
Customer Support Representative employer: Valsoft Corporation
At Valsoft, we pride ourselves on being an exceptional employer that fosters a dynamic and entrepreneurial work culture. As an M&A Intern, you will not only gain hands-on experience in the exciting field of mergers and acquisitions but also benefit from mentorship by seasoned professionals and opportunities for international travel. Our commitment to employee growth and inclusivity ensures that your innovative ideas are valued, making this a truly rewarding place to kickstart your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Representative
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Valsoft Corporation. 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 Valsoft Corporation 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 Representative
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 Valsoft Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Valsoft Corporation 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 Valsoft Corporation!
How to prepare for a job interview at Valsoft Corporation
✨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.
