Customer Support Specialist (UK)

Tradify Limited; City Of London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A dynamic SaaS company in London is seeking a Customer Support Specialist to assist customers with technical issues and provide outstanding support. The ideal candidate is passionate about helping customers, has prior experience in customer support, and possesses excellent communication skills. The role offers a hybrid working model and a fun team culture with monthly lunches.

Benefits

Hybrid Working 3 office/2 home

Legendary Monthly Team Lunches

Values-based culture

Qualifications

• Genuine passion for helping customers and providing outstanding support.
• Previous experience in a software customer support role.
• Excellent verbal and written communication skills.
• Ability to think creatively and solve problems.
• Strong attention to detail.
• Ability to work effectively independently and as part of a team.

Responsibilities

• Answer inbound support queries through multiple channels.
• Collaborate with sales and customer success teams.
• Assist development team in identifying bugs.
• Create support content for customers.
• Support product and marketing with customer insights.

Skills

Customer support passion

Communication skills

Problem-solving

Time management

Advanced troubleshooting

Tools

Zendesk

CRM systems

Help desk software

Job description

Overview

Tradify is a dynamic SaaS company, creating waves in the software industry. Our mission is to transform how tradespeople run their businesses by providing them with software they can depend on. We are looking for an energetic and motivated Customer Support Specialist with strong people skills to help us achieve our goal.

As the first point of contact for existing customers, you will play an integral role in our customer team. Your main responsibility will be to assist customers with their technical problems, providing friendly, patient, and honest support. Your contribution will make a meaningful impact on our customers\' lives, ensuring their success and satisfaction with our software.

If you are passionate about customer support and have a strong interest in technology, we would love to hear from you. Join us in our mission to make a difference in the lives of tradespeople!

Responsibilities

• Answer inbound support queries via Zendesk, email, live chat and phone
• Work closely alongside our Sales and Customer Success teams to provide support assistance when required to help our trialists get over the line and to help onboard new customers.
• Assist our development team in finding bugs and other product related issues.
• Work collaboratively to decrease churn and come up with new initiatives to help our existing customers succeed and grow.
• Support our product and marketing teams with valuable customer insights.
• Help improve our support function through the creation of content including FAQs, video scripts, How to Guides and Videos on our Knowledge Base.

Qualifications

• A genuine passion for helping customers and providing outstanding support
• Previous experience in a software customer support role
• Excellent verbal and written communication skills
• The ability to think creatively and solve problems with a strong attention to detail
• Advanced Troubleshooting
• Time management skills and multitasking abilities
• Proficiency in the use of computer software and CRM systems
• Ability to work effectively both independently and as part of a team
• Working knowledge of help desk software, databases, and remote control

Hours and Benefits

Additionally, please note that the work hours are split into three shifts 7.30am - 4pm, 9am - 5.30pm and 11am - 7:30pm. You will be required to fulfil a minimum of 2 late shifts per week.

For the right candidate, we offer a great benefits package,

• Hybrid Working 3 office/2 home
• Legendary Monthly Team Lunches
• A values-based culture

Interested? Want to know more? Get in touch