1st Level Customer Support Specialist

Location: Remote (UK)

The Company:

A rapidly growing SaaS company specialising in legal and property accounting software. Their mission is to provide reliable solutions with exceptional support to their customers. They are looking for a friendly, enthusiastic, and driven individual to join their Customer Support team as a 1st Level Customer Support Specialist.

Key Responsibilities:

• Answer incoming phone calls and book callbacks for the appropriate team members.
• Respond promptly to first-level support emails, providing clear and effective solutions.  This will involve directing customers to relevant support articles within their knowledge base.
• Manage live chat inquiries with professionalism and accuracy, ensuring timely responses.
• Perform technical diagnostics to identify and troubleshoot software-related issues.
• Collaborate with the team to solve problems and ensure customer satisfaction.
• Provide proactive support and anticipate potential challenges customers might face.
• Maintain an up-to-date knowledge of our software, troubleshooting steps, and new features.
• Feedback to management on support traffic and topics to help improve proactive support content and processes.

Skills and Qualities:

• An interest in accounting or experience in the accounting field is a plus, as it will help you better assist customers,  this is not a must but a willingness to learn the basics of legal accounting is.
• Excellent communication skills with a friendly and approachable manner.
• A natural problem solver who thrives in dynamic situations.
• A "people person" who enjoys working with customers and colleagues alike.
• Willingness to learn and grow within the company, taking on new challenges as the business evolves.
• Ability to work under pressure while maintaining a positive attitude and delivering personal customer service.
• Team player with a collaborative mindset who works well in a fast-paced environment.

Requirements:

• A high level of written and spoken English is required for this role to effectively communicate with customers.
• Proficiency in basic computer programs such as Outlook, Word and Excel.

Ideal Candidate:

This role is a great fit for someone coming out of education, potentially with a business or accounting course behind them, looking for their first step into the SaaS world.

If you have a passion for technology, enjoy working with people to tackle and solve their problems, and are eager to develop your career in the growing SaaS industry, this could be the perfect opportunity for you, and we would love to hear from you!

Why:

This role offers a unique opportunity to be part of a well-established, fast-growing SaaS business at an exciting time. Gain hands-on experience in a customer-facing role with plenty of opportunities to develop your career. Contribute to building and shaping a dynamic support team. An exciting first step in the SaaS industry with room to grow and expand your skill set.

A small and friendly team, entering into an exciting phase of growth.