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26 days ago
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Customer Experience Support Specialist


Recruitment Genius
Salary: £20000 - £22000 per annum
Location: Nottingham
Job type: Permanent
Contact: Recruitment Genius Ltd
Category: Customer Service Jobs
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This is a great opportunity to join a growing software company in an expanding marketplace. They develop a SaaS product for the enterprise/business markets and serve customers of all shapes and sizes, from small companies up to large enterprises. They are a friendly, modern employer with flexible home working, a fantastic, delivery focused approach and a great culture based on their company values.

They are looking for a Support Specialist to join their Customer Experience team to help with providing a world class customer experience, from working with customers through onboarding and training, troubleshooting, supporting sales with product demos, working on integrations and automations, supporting partners, and more. This will be a varied and interesting role where no two days are quite the same and where you will have an opportunity to work closely with customers and shape the customer lifecycle, which could lead to a career progression in customer experience or sales.

The company is maintaining their flexible home working environment once restrictions lift.

Key Responsibilities
- Setting up new customers/accounts and providing training and technical onboarding
- Providing technical support and problem-solving for customers and partners and liaising with the development team for resolutions
- Helping customers to digitise their processes
- Helping to produce and analyse customer usage reports and insights
- Working with the Head of Customer Experience on continual improvement strategies to improve the customer experience
- Supporting sales through setting up and managing customer trials
- Supporting sales activities such as online and customer-facing demonstrations, workshops and events
- Assisting in training partners and product resellers
- Building basic integrations with analytics tools and working with the Data Science team for more complex requirements

Skills, Experience and Characteristics
- Excellent verbal communication with a good presentation style, able to deliver training and present complex concepts in a simple and friendly manner
- A proactive and positive attitude, always looking for ways to continually improve
- Good problem solving skills, able to understand and analyse issues and work with others to find a solution
- A good organiser, able to prioritise and manage multiple tasks
- Reasonably advanced understanding of Microsoft Excel or Google Sheets
- Prior experience of using a customer support system such as Freshdesk or a CRM system such as Salesforce is desirable, but not required
- A basic grasp of HTML or some other similar web-based coding language would be desirable, but not required

What do you get?
- A role where you can tangibly contribute to the roadmap of a growing company committed to progress
- Access to benefits such as generous holiday allowance and pension scheme
- Working with an efficient and dynamic team
- Flexible home working

Candidates must be eligible to work in the UK.
This is a great opportunity to join a growing software company in an expanding marketplace. They develop a SaaS product for the enterprise/business markets and serve customers of all shapes and sizes, from small companies up to large enterprises. They are a friendly, modern employer with flexible home working, a fantastic, delivery focused approach and a great culture based on their company values.

They are looking for a Support Specialist to join their Customer Experience team to help with providing a world class customer experience, from working with customers through onboarding and training, troubleshooting, supporting sales with product demos, working on integrations and automations, supporting partners, and more. This will be a varied and interesting role where no two days are quite the same and where you will have an opportunity to work closely with customers and shape the customer lifecycle, which could lead to a career progression in customer experience or sales.

The company is maintaining their flexible home working environment once restrictions lift.

Key Responsibilities
- Setting up new customers/accounts and providing training and technical onboarding
- Providing technical support and problem-solving for customers and partners and liaising with the development team for resolutions
- Helping customers to digitise their processes
- Helping to produce and analyse customer usage reports and insights
- Working with the Head of Customer Experience on continual improvement strategies to improve the customer experience
- Supporting sales through setting up and managing customer trials
- Supporting sales activities such as online and customer-facing demonstrations, workshops and events
- Assisting in training partners and product resellers
- Building basic integrations with analytics tools and working with the Data Science team for more complex requirements

Skills, Experience and Characteristics
- Excellent verbal communication with a good presentation style, able to deliver training and present complex concepts in a simple and friendly manner
- A proactive and positive attitude, always looking for ways to continually improve
- Good problem solving skills, able to understand and analyse issues and work with others to find a solution
- A good organiser, able to prioritise and manage multiple tasks
- Reasonably advanced understanding of Microsoft Excel or Google Sheets
- Prior experience of using a customer support system such as Freshdesk or a CRM system such as Salesforce is desirable, but not required
- A basic grasp of HTML or some other similar web-based coding language would be desirable, but not required

What do you get?
- A role where you can tangibly contribute to the roadmap of a growing company committed to progress
- Access to benefits such as generous holiday allowance and pension scheme
- Working with an efficient and dynamic team
- Flexible home working

Candidates must be eligible to work in the UK.

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