Customer Support Assistant

23 hours ago

Leicester, United Kingdom Cloudfy Full time

is a leading B2B e-commerce platform powering manufacturing, distribution, and service businesses worldwide. Delivered on a single cloud platform, Cloudfy allows you to trade online with your customers while fully integrating orders, pricing, product and stock data with a range of ERP, warehouse and accounting back office systems.
Our total focus at Cloudfy is to help you , , 24/7 and provide a completely integrated solution.

Back in 2010, a team of seasoned e-commerce experts formed Cloudfy to address the need for a . We're looking for a Customer Support Assistant to join our team onsite at our office in Leicester City Centre. Reporting to the Customer Support Team Leader, you'll play a key role in delivering exceptional customer service. You'll champion a customer-first approach, handle escalations, and identify ways to enhance the support experience.

Employees on the scheme are entitled to an on-call allowance and time and a half for any issue resolution.

As a Customer Support Assistant at Cloudfy, you will:

Answer incoming customer inquiries and provide timely, professional support.
Stay up-to-date on new products, services, and policies to ensure accurate and effective assistance.
Collect and report customer feedback to help identify best practices and areas for improvement.
Engage with customers in a friendly and professional manner, actively listening to their concerns and offering solutions in line with company policies.
Perform initial fault finding and escalate issues to second-line support when necessary.
Manage systems administration tasks, including SSL certificates, server backups, and system cleaning.
Coordinate with third-party providers to address issues, mitigate risks, and maintain strong working relationships.
Support local and offshore development teams with capacity planning and structured support delivery.
Undertake other support-related duties as requested.

Previous customer service experience in a digital/online environment is essential.
E-commerce knowledge around Magento, Big Commerce or Similar.
Customer support experience, including support ticketing systems.

Unlimited Holiday (paid annual leave)
Private Health Plan
Mental Health well-being services
well-known energy, retail and health)
EAP Programme
Pension scheme
Cycle to Work Scheme
Referral scheme

At Cloudfy, we understand that managing diversity is an ongoing journey rather than a one-time effort. That’s why we commit to developing and reviewing our diversity strategy to align with our business objectives and effectively address the varied needs of our clients.

As a rapidly expanding global organisation, we prioritise fairness and inclusion, ensuring that all recruitment, development, and appraisal decisions are based on merit, skills, and potential.

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