Software Customer Support

Location
Burnley
Salary
£18000 - £22000 per annum
Posted
01 Mar 2019
Closes
29 Mar 2019
Ref
00092859
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
This company builds B2B products. Businesses of all sizes use their software to manage their sales leads from initial enquiry through to sale. Flow XO allows people to build, manage and host chatbots inside messaging apps like Facebook Messenger.

What does the work involve?

This position is for customer support, customer service and technical support.

You'll be helping existing and potential customers get the answers they need, by email, via their helpdesk and by phone. The main aim is making sure that customers are happy and properly informed.

To help customers get started with the product, you'll help to configure their service, figuring out how they can get the best out of the software. From time to time, you may need to hold screen share sessions.

You'll be expected to take ownership of an issue from initial call right through to resolution, being proactive about finding a solution and making the customer happy.

Success will be measured by problems being solved quickly and to the full satisfaction of the customer.

The experience, qualifications and personality you'll have:

- You'll be outgoing, friendly and be approachable. You'll be able to reassure customers the moment they start speaking with you.
- You must be able to learn software quickly and be able to pick up on its quirks, limitations and workarounds.
- It's important that you've used business software extensively before, if not supported it.
- Be able to communicate reasonably complex concepts in a simple, straightforward way.
- Know how to troubleshoot - focusing on facts, testing hypotheses, and be methodical.
- Have the technical background (be technically minded) or have natural ability to pick up and understand new SaaS products.
- Sometimes they need to deal with heavy volumes of calls if things go wrong. They need someone who can think clearly and keep calm under pressure.

What's in it for me?

- A competitive salary
- 25 days paid holiday + bank holidays
- Long term company bonus scheme
- A small, friendly team
- Pension
- Free parking

They are a business that believes in finding great people, giving them clear goals, and letting them get on with the job.

Applying

The application form involves answering 6 questions so that they can assess your abilities.

They only accept applications directly from candidates, not from agencies.

Skills

Customer Service, Customer support, Helpdesk, Software, Technically minded.

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