Customer Support Executive Full Time Hybrid - home/office Permanent

Customer Support Executive (IT)

£25,000

Witney/Hybrid

The Burford Recruitment Company are working with a rapidly growing SaaS company who are looking to recruit a Customer Supportive Executive. The purpose of this role is to act as the first point of contact for the company’s customers. This could be via telephone, email or webchat support. If you have previous experience of providing customer support in a B2B environment and are interested in technology then we are keen to speak with you. This role will be hybrid with 50% of you time based in the office.

As a Customer Support Executive, you will:

• Respond to customer enquiries from a variety of channels including telephone, email and online chat
• Manage internal and external customer enquiries and complaints in an efficient and timely manner
• Take full ownership of customer enquiries with a positive and proactive approach to seeking a solution
• Understand the complete enquiry and ensure it is logged accurately and in line with QA standards
• Liaise with and provide feedback to the Product Development, Software Development and QA teams regarding customer requirements, bug fixes, and ensure the smooth running of the service
• Meet and exceed individual and team targets, KPI’s and department objectives
• Maintain the company’s Service Level Agreement for calls, written communication and web enquiries
• Establish, develop and maintain strong positive and supportive relationships with key stakeholders
• Provide and maintain a high level of service, with a professional representation of the company at all times
• Undertake duties as requested by the Customer Support Team Leader and Head of Professional Services

The ideal candidate will be technology savvy, with the ability to deliver exceptional customer service. You will be able to work as part of a team, under pressure, and on own initiative without day to day supervision. You’ll need to have the ability to quickly build rapport with customers, and a willingness and flexibility to support the demands of the business. Someone who has a methodical approach to problem solving, and the ability to make complex situations sound simple. Previous experience of working within a B2B, technology and/or customer support function would be advantageous, as well as experience using online support systems and accounting.

On offer is a starting salary around £25,000 with a benefits package that includes:

• 24 days annual leave plus bank holidays
• Birthday day off
• Ability to buy and sell holiday
• Retail discount scheme
• Employee assistance scheme
• Long service award
• Study day per month
• Bi monthly well being benefits
• Company social club

Tagged as: AH69