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SaaS Support Specialist

3 months ago

Manchester, United Kingdom Nobul Resourcing Solutions Full time

Join a Leading Team in Customer Support

Position: Customer Support Specialist - SaaS - Competitive Salary + Benefits

Remote Work Opportunity

Are you enthusiastic about resolving issues and delivering outstanding customer service? Do you possess a knack for technology and a desire to master new software? If yes, we would love to connect with you.

About Our Company:

Nobul Resourcing Solutions is a distinguished software-as-a-service (SaaS) provider. Our goal is to assist clients in optimizing their operations and profitability through innovative automation solutions. We are committed to transforming the industry by minimizing waste and endorsing sustainable practices. Our investment in employee development ensures a vibrant and fulfilling work atmosphere.

Key Responsibilities:

  • Serve as the primary contact for clients, delivering Tier 1 software assistance through various channels including Service Desk, Email, Phone, and Screen Sharing.
  • Document client feedback and requirements in the CRM system.
  • Take ownership of client inquiries and ensure comprehensive resolutions.
  • Utilize analytical skills to identify the underlying causes of client issues.
  • Gain an understanding of clients' business processes and advocate for their needs.
  • Communicate effectively with clients using non-technical language.
  • Proactively identify and escalate unresolved matters.
  • Provide exceptional customer service and contribute suggestions for future improvements.
  • Maintain an extensive knowledge base and troubleshooting documentation.
  • Meet and uphold relevant KPIs and SLAs.
  • Collaborate with a skilled team dedicated to problem-solving and enhancing customer satisfaction.

Required Qualifications:

  • Experience in Customer Service or Support roles.
  • Technologically adept with a willingness to learn new software applications.
  • Familiarity with and contributions to an AI knowledge base.
  • Excellent communication skills, capable of explaining software in layman's terms.
  • Resilient and patient, with strong problem-solving capabilities.
  • Ability to manage multiple tasks effectively.
  • Willingness to travel as needed.

Preferred Experience:

  • Background in SaaS B2B environments.
  • Experience utilizing technology for support via Service Desk, Email, Phone, and screen sharing.
  • Knowledge of collaboration tools such as Slack.

Personal Attributes:

  • Self-motivated individual eager to embrace new challenges.
  • Proactive and adaptable mindset.
  • Comfortable working independently in a remote setting.

Benefits:

  • Health Cash Plan through Health Shield.
  • Company-provided laptop.
  • Reimbursement for business travel expenses.
  • Generous holiday allowance (including public holidays) plus an additional day off for your birthday.
  • Accrual of extra holiday days annually (up to 5 additional days).
  • Opportunities for professional growth and development.