At a Glance
- Tasks: Help customers navigate our platform and resolve their queries through chat and calls.
- Company: Join a pioneering global tech firm transforming the hospitality and retail industries.
- Benefits: Competitive salary, flexible working hours, and opportunities for personal growth.
- Other info: Dynamic team environment with excellent career advancement opportunities.
- Why this job: Make a real difference by supporting businesses and enhancing customer experiences.
- Qualifications: Degree in IT or related field, strong communication skills, and a passion for problem-solving.
The predicted salary is between 30000 - 40000 £ 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.
- 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.
- Intercom
- Atlassian Jira
- GSuite
- Snagit or Camtasia
- Zoom, Chime, Google Meet
- Typeform
- 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.
- 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.
- Direct experience in a support role handling, prioritising and escalating support tickets.
- Enterprise application development and/or API integrations.
- SQL
- EPOS Systems.
Customer Support Exec. (B2B SaaS) in Edinburgh employer: VoucherCart
At VoucherCart, we pride ourselves on being a pioneering global technology firm that not only leads the market but also fosters a vibrant and inclusive work culture. Our Customer Support Executives play a crucial role in enhancing customer experiences, with ample opportunities for professional growth through collaboration with cross-functional teams and access to ongoing training resources. Located in a dynamic environment, we offer competitive benefits and a supportive atmosphere where your contributions are valued, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Exec. (B2B SaaS) in Edinburgh
✨Tip Number 1
Get to know the company inside out! Research VoucherCart's products and services, and understand their customer base. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers directly, it's crucial to articulate your thoughts clearly. Try role-playing common customer scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Prepare examples of how you've tackled challenges in previous roles. This will demonstrate your analytical mindset and ability to think on your feet, which is key for a Customer Support Exec.
✨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 proactive and keen to join the VoucherCart family. Good luck!
We think you need these skills to ace Customer Support Exec. (B2B SaaS) in Edinburgh
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 CV and cover letter to highlight relevant skills and experiences that match the role. 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. Use bullet points where possible and avoid jargon unless it’s relevant. Remember, we’re looking for someone who can take complex ideas and make them understandable!
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 you’re keen on joining our team at VoucherCart!
How to prepare for a job interview at VoucherCart
✨Know the Product Inside Out
Before your interview, make sure you dive deep into VoucherCart's platform. Familiarise yourself with its features and functionalities, as well as common customer queries. 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 of how you've tackled customer issues in the past. Think about specific challenges you faced and how you resolved them. This will demonstrate your analytical mindset and ability to provide elegant solutions, which is crucial for a Customer Support Exec.
✨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 where you explain a complex topic. This will help you convey information effectively during the actual interview.
✨Emphasise Team Collaboration
Be ready to discuss how you've worked with teams in the past, especially in a support or technical environment. Highlight your experience collaborating with different departments, as this role requires close cooperation with marketing, engineering, and development teams.
