At a Glance
- Tasks: Provide top-notch technical support and help clients maximise their use of our platform.
- Company: Join VoucherCart, a leading cloud-based sales platform transforming businesses globally.
- Benefits: Competitive salary, workplace pension, and a supportive team environment.
- Other info: Work in a vibrant Edinburgh office with opportunities for growth and learning.
- Why this job: Be the voice of the customer and make a real impact in a dynamic tech space.
- Qualifications: Experience in customer support and a passion for problem-solving are essential.
The predicted salary is between 25000 - 30000 £ per year.
VoucherCart is a market-leading cloud-based sales platform that empowers businesses across various sectors, including hospitality, retail, leisure, and health and wellness, to effectively sell their products and services as vouchers, gift cards, memberships, and tickets. Operating globally, VoucherCart provides cutting-edge technology alongside expert consultancy to help clients maximize revenue through customer acquisition and retention strategies. By leveraging VoucherCart, businesses experience enhanced sales and profitability across all digital channels while maintaining full control over their offerings.
This is a full-time, on-site role based in Edinburgh for a Technical Customer Support Executive. The role involves providing exceptional customer support to clients, ensuring technical issues are resolved efficiently, and assisting with inquiries related to the platform.
Responsibilities include:
- Offering online support and achieving customer satisfaction
- Troubleshooting technical problems
- Delivering an excellent overall customer service experience
- Acting as a key point of contact to help clients maximize the value they gain from VoucherCart's technology
- Carrying out screen recordings and creating documentation of key functions of the VoucherCart SaaS platform (explainers and guides)
- Working alongside marketing and video production to create and maintain a structured help forum and Academy suite of videos and help files
- Collaborating with the product and development team to specify new features and improve existing ones based on identified customer needs
Qualifications:
- Experience in Customer Support with a strong focus on maintaining Customer Satisfaction
- Proficiency in Online Support and Customer Service operations
- Knowledge of Technical Support processes and ability to troubleshoot effectively
- Excellent problem-solving, communication, and interpersonal skills
- An understanding of B2B SaaS platforms and related technologies is an advantage
- Ability to work collaboratively within a team and provide timely solutions
- Flexibility and adaptability in addressing client needs and software-related concerns
- Relevant qualifications or certifications in IT, customer service, or a related field are a plus
- Experience 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
You will work with and ideally have experience with some or all of the following technologies:
- Intercom
- Atlassian Jira
- GSuite
- Snagit or Camtasia
- Zoom, Chime, Google Meet
- Typeform
You will perform business functions as required from time to time, including, but not limited to:
- 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, 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
What makes you the right fit for this role:
- 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
Priority will be given to applicants who have experience with and/or awareness of:
- 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 APIs 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
Technical Customer Support Exec. (B2B SaaS) employer: VoucherCart
VoucherCart is an exceptional employer that fosters a collaborative and innovative work culture in the heart of Edinburgh. With a strong focus on employee growth, we offer comprehensive training and development opportunities, ensuring our team members thrive in their roles while contributing to cutting-edge technology solutions. Our commitment to customer satisfaction and teamwork creates a rewarding environment where every employee can make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Support Exec. (B2B SaaS)
✨Tip Number 1
Get to know VoucherCart inside out! Familiarise yourself with our platform and its features. This way, when you chat with potential employers, you can show off your knowledge and passion for what we do.
✨Tip Number 2
Practice your problem-solving skills! Think of common technical issues that customers might face and how you'd tackle them. Being able to demonstrate your analytical mindset will really impress during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and even lead to referrals, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the VoucherCart team. Don’t miss out!
We think you need these skills to ace Technical Customer Support Exec. (B2B SaaS)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer support and technical troubleshooting. We want to see how your skills align with what we’re looking for at VoucherCart!
Show Off Your Communication Skills:Since this role requires excellent English writing and communication skills, don’t hold back! Use clear and concise language in your application to demonstrate your ability to convey technical information effectively.
Highlight Relevant Experience:If you’ve worked with B2B SaaS platforms or have experience in a similar support role, make sure to mention it! We love seeing candidates who understand the tech landscape and can hit the ground running.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the Technical Customer Support Executive role at VoucherCart!
How to prepare for a job interview at VoucherCart
✨Know the Product Inside Out
Before your interview, make sure you understand VoucherCart's platform and its features. Familiarise yourself with how it helps businesses in various sectors. This knowledge will not only impress the interviewers but also help you answer technical questions more confidently.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved customer issues in the past. Think about specific scenarios where you used your analytical skills to troubleshoot problems. This will demonstrate your ability to handle the technical challenges that come with the role.
✨Communicate Clearly and Effectively
Since you'll be dealing with clients who may not be tech-savvy, practice explaining complex concepts in simple terms. During the interview, focus on your communication style and ensure you convey your thoughts clearly. This will highlight your suitability for a customer support role.
✨Be Ready to Collaborate
The role involves working closely with various teams, so be prepared to discuss your experience in collaborative environments. Share examples of how you've worked with others to achieve common goals, especially in a technical context. This will show that you're a team player who can contribute positively to the company culture.
