Customer Support / 1st line Helpdesk (Business Software)
Role details
Job location
Tech stack
Job description
This is a full time, office based position with plenty of variety, challenge, and team spirit.
As part of our support team, you will be answering incoming calls and emails from the staff of dealerships and garages who use our software products to help manage their businesses.
You will assist users with a variety of questions about how to operate features of the software and technical queries, investigating reported issues and resolving queries, or escalating them to 2nd line/technical teams if necessary.
The role also involves testing new features and products from a user perspective, logging and updating customer communications via our own in-house software, and the use of other support software tools., * Provide friendly, high-quality support to software users by phone, email, and remote access.
- Investigate and resolve customer queries, escalating issues where needed.
- Advise users on how to use product features.
- Record detailed and accurate notes of customer interactions using our in-house system.
- Assist the onboarding team with new customers by helping with system setup where required
- Test new product features and updates, following internal guidelines.
- Participate in training sessions to build product knowledge and contribute to team meetings.
Requirements
Do you have experience in Customer support?, A helpful manner and excellent customer service skills are essential. The ideal candidate will have previous experience in a similar role supporting software users. Training will be given on our software products and in-house systems., * 2+ years experience providing customer support / software support via phone and via email
- Excellent verbal and written skills and ability to empathise with customers
- Friendly, positive and professional telephone manner
- Great teamworking skills
- Proficiency in using CRM / call logging systems is essential
- Logical, problem solving mindset and a quick learner when it comes to using technology
- Ability to give instructions / explain processes to others in a simple, patient and helpful way
- Experience in the automotive industry / motor trade, such as a dealership or garage, would be an advantage
Benefits & conditions
Benefits of joining our team
- Monthly attendance bonus
- Free daily lunch at the on-site restaurant and coffee bar
- Free to play Table Football and Arcade machine
- Free access to on-site Gym
- Casual dress code
- Prestigious offices in sought after location with ample free parking
- Workplace Pension scheme
Starting salary will be dependent on skill level and experience. This role is not suitable for remote working., Hours are 9am to 5pm Monday to Friday and this is an in-person, office based, full time role. Our offices are slightly rural so you would require your own transport, but is close to M1 /A5 / A43 road links and easily commutable from areas such as Towcester, Northampton, Wellingborough, Milton Keynes, Daventry, Brackley and Banbury to name a few.
NO AGENCIES PLEASE
Job Types: Full-time, Permanent
Pay: £25,000.00-£27,000.00 per year
