drjobs Customer Support Exec B2B SaaS

Customer Support Exec B2B SaaS

Employer Active

1 Vacancy
drjobs

Job Alert

You will be updated with latest job alerts via email
Valid email field required
Send jobs
Send me jobs like this
drjobs

Job Alert

You will be updated with latest job alerts via email

Valid email field required
Send jobs
Job Location drjobs

Edinburgh - UK

Yearly Salary drjobs

£ 25000 - 30000

Vacancy

1 Vacancy

Job Description

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 screenshare 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 problemsolving mindset and work across the product and development team to specify new features and improve existing ones based on identified customer needs.

Responsibilities:

In general a typical day involves:

  • Being an active member of a global team that providessupport via live chat tickets and oneonone 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 upgrade and upsell 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
  • Hotjar

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 the training of platform end users as well as postgolive 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 Altassian 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 ITrelated qualification/background at Degree level or higher.
  • Selfmotivated 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 ecommerce platforms (Shopify Woocommerce Magento etc)
  • Development and troubleshooting with JavaScript
  • Coding
  • APIs and Webhooks

Remuneration:

Basic Salary: 2530K /Yr (Depending on experience)

Workplace Pension Scheme

Working Hours

MonFri (FullTime) 09.30 17.30.

Location

VoucherCart Ltd Edinburgh Futures Institute Lauriston Place Edinburgh UK

How to Apply

Please send all applications with your CV and if you can a short Video CV telling us about you and your suitability for the role (Approx. 90120 seconds) to.

Employment Type

Full-Time

About Company

Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.