At a Glance
- Tasks: Help customers with the VoucherCart platform through chat and screen-sharing support.
- Company: Join a pioneering global tech firm leading the B2B SaaS market.
- Benefits: Competitive salary, workplace pension, and a supportive team environment.
- Other info: Dynamic role with opportunities for growth and collaboration across teams.
- Why this job: Make a real difference by solving customer problems and enhancing their experience.
- Qualifications: Degree in IT or related field, strong communication skills, and a passion for helping others.
The predicted salary is between 25000 - 30000 £ per year.
As a pioneering global technology firm and market leader in our field, VoucherCart is revolutionising the way Hotels, Restaurants, Spas, Leisure, and Retail businesses sell their products and services, driving revenue growth, new customer acquisition, and retention. As a Customer Support Specialist, you love helping people and concern yourself with ensuring customer queries are promptly and efficiently addressed.
Working with our clients and technology partners alike, you will provide instant chat and telephone support as well as conduct screen-share calls where necessary so VoucherCart can understand, assist with, and resolve any specific issues/challenges. You will carry out screen recordings and create documentation of key functions of the VoucherCart SaaS platform (explainers and guides) and work alongside marketing and video production to create and maintain a structured help forum and Academy suite of videos and help files. You will have an analytical, problem-solving mindset, and work across the product and development team to specify new features and improve existing ones based on identified customer needs.
Responsibilities
- Being an active member of a global team that provides support via live chat, tickets, and one-on-one screen share sessions.
- Helping people use the VoucherCart platform.
- Troubleshooting, investigating, and creating detailed reports.
- Building and extending help tutorials library providing support and guidance in platform usage for our customers around the world.
- Working with API on 3rd Party System integrations.
- Completion of testing and reporting on newly released features.
The Role Requires
- Excellent English writing and communication skills, with an aptitude for taking technical language and making it understandable.
- A passion for solving problems and proposing elegant solutions.
- Development of deep platform functional knowledge.
- An ability to learn and adapt so that you can help teach others.
- Patience, grace, and a sense of humour.
- Representing the voice of the customer to provide input into every core product, marketing, and sales process.
- Close collaboration with team members supporting renewals, upgrades, and up-sell opportunities.
Technologies
- Intercom
- Atlassian Jira
- GSuite
- Snagit or Camtasia
- Zoom, Chime, Google Meet
- Typeform
Additional Responsibilities
- Providing daily support to customers via online chat (Intercom).
- Acting as the main point of contact between the company and a number of named enterprise accounts providing onboarding of new customers, the training of platform end users, as well as post-go-live support.
- Understanding customer outcomes by communicating with customers, analyzing customer health metrics, performance, and gathering other feedback via Intercom and Typeform or Hotjar.
- Creation of Tasks and Epics in Atlassian Jira.
- Collaborating with the engineering and development team to configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.
- Reporting on customer/platform engagement, and providing feedback to the other teams regarding product and service improvements.
- Providing insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
Qualifications
- Computer Science, Information Systems, IT-related qualification/background at Degree level or higher.
- Self‑motivated, proactive team player.
- Training and coaching ability.
- Helping educate our customers is the key to their and our success.
- Strong communication and interpersonal skills.
- Experience in professional services, or technical consulting roles. (SaaS experience preferred)
- Familiarity with any CRM platforms & their data structure.
- Familiarity with Intercom, Slack and Atlassian Jira/Confluence.
Preferred Experience
- Direct experience in a support role handling, prioritising and escalating support tickets.
- Enterprise application development and/or API integrations.
- SQL.
- EPOS Systems, Payment Gateways, and e-commerce platforms (Shopify, Woocommerce, Magento etc).
- Development and troubleshooting with JavaScript.
- Coding API's and Webhooks.
Remuneration
- Basic Salary: £25-30K /Yr (Depending on experience).
- Workplace Pension Scheme.
- Working Hours Mon-Fri (Full-Time) 09.30 - 17.30.
- Location VoucherCart Ltd, Edinburgh Futures Institute, Lauriston Place, Edinburgh, UK.
Customer Support Exec. (B2B SaaS) employer: VoucherCart
At VoucherCart, we pride ourselves on being a pioneering global technology firm that fosters a vibrant and inclusive work culture. Our commitment to employee growth is evident through continuous training opportunities and collaborative projects, allowing you to thrive in your role as a Customer Support Executive. Located in the heart of Edinburgh, we offer a supportive environment where your contributions directly impact our clients' success, making every day at VoucherCart both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Exec. (B2B SaaS)
✨Tip Number 1
Get to know the VoucherCart platform inside out! Familiarise yourself with its features and functionalities so you can confidently assist customers. The more you know, the better you'll be at solving their problems.
✨Tip Number 2
Practice your communication skills! Whether it's through live chat or screen-share sessions, being clear and concise is key. Try explaining complex concepts in simple terms to ensure customers feel supported and understood.
✨Tip Number 3
Show off your problem-solving skills! When faced with a customer issue, take a step back, analyse the situation, and propose elegant solutions. This not only helps the customer but also showcases your analytical mindset.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to get noticed by us. Plus, it shows you're proactive and genuinely interested in joining the VoucherCart team. Let's make it happen!
We think you need these skills to ace Customer Support Exec. (B2B SaaS)
Some tips for your application 🫡
Show Your Passion for Customer Support:When writing your application, let us know why you love helping people! Share any experiences where you've gone above and beyond to assist customers. This will show us that you're not just looking for a job, but that you genuinely care about making a difference.
Tailor Your Application:Make sure to customise your application to highlight your relevant skills and experiences that match the job description. We want to see how your background aligns with our needs, so don’t be shy about showcasing your problem-solving abilities and technical know-how!
Keep It Clear and Concise:We appreciate clear communication, so make sure your application is easy to read. Avoid jargon unless it’s necessary, and keep your sentences short and to the point. This will help us understand your qualifications without getting lost in the details.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us that you’re proactive and know how to follow instructions!
How to prepare for a job interview at VoucherCart
✨Know the Product Inside Out
Before your interview, make sure you have a solid understanding of VoucherCart's platform. Familiarise yourself with its features and how it benefits customers in the hospitality and retail sectors. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues. Highlight your analytical mindset and how you approached challenges. This is crucial for a Customer Support Exec, as you'll need to demonstrate your ability to troubleshoot effectively.
✨Practice Clear Communication
Since excellent communication skills are key for this role, practice explaining technical concepts in simple terms. You might even want to do a mock interview with a friend, focusing on how you would explain the VoucherCart platform to a non-technical user.
✨Emphasise Team Collaboration
Be ready to discuss how you've worked with teams in the past, especially in a support or technical role. Mention any experience you have with tools like Atlassian Jira or Intercom, and how you collaborated with different departments to enhance customer satisfaction.
