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Technical Customer Service Executive

5 months ago

Cheltenham, United Kingdom Lateral Technology Limited Full time

**Job description**

**Role**:Technical Customer Service Executive

**Reports To**:Client Manager

**Location**:Remote (with occasional days in office in Cheltenham) **or** in person in Cheltenham, Gloucestershire.

**UK based applicants only please.**

Lateral Technology is a rapidly growing industry leader in debt management software and is looking for a Customer Service Executive to enable the company to continue its growth through delivering exceptional customer service whilst supporting existing and onboarding new customers to its software platform.

**Your key deliverables**:
**Technical Customer Service Executive**:
Take instructions from the Client Manager with regards to supporting customers including;
- Assisting with existing client projects
- Following a predetermined client support plan
- The set up of user groups for Lateral’s customers
- Gather customer feedback to identify areas where the company can develop and improve
- Work independently to deliver exceptional customer service
- Build good working relationships with clients to enable them to engage with the platform so they achieve the best ROI

Customer Support:

- First line of response via Support Platform
- Troubleshoot, support and test all technical aspects
- Work with internal teams to resolve technical issues and coordinate any software activities that the customer will receive
- Identify any operating procedures and processes that can be improved internally in the pursuit of a better customer experience

Carry out such tasks as directed to meet the needs of the business.

**What You Need**:
At least 12 months experience of technical support, ideally within a SaaS environment

Excellent communication skills and be able to competently engage and build relationships with new people

100% commitment towards customer satisfaction

Great attention to detail, with the ability to follow and develop processes to create a great customer experience

Any experience of working with a CRM / automation software / Councils / credit control would be highly advantageous but not essential

**Job Types**: Full-time, Permanent

**Job Types**: Full-time, Permanent

**Salary**: £23,000.00-£28,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Cheltenham: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)
- SaaS: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Cheltenham