Customer Service Expert

14 hours ago


London, Greater London, United Kingdom Nobul Resourcing Solutions Full time

About Us:

Nobul Resourcing Solutions is a leading provider of recruitment services, specializing in the entertainment and media industries.

We are passionate about delivering exceptional customer experiences and have developed a comprehensive suite of SaaS products to support our clients' business operations.

Job Overview:

We are seeking a highly skilled Customer Service Expert to join our UK-based team and provide top-notch support to our customers.

In this role, you will be responsible for delivering personalized solutions, troubleshooting technical issues, and providing a positive experience to customers worldwide.

Responsibilities:

  • Develop and maintain in-depth knowledge of our cloud-based SaaS products and workflows.
  • Collaborate with internal teams to create training documentation and onboard new team members.
  • Provide expert-level support, resolving complex technical issues and escalating when necessary.
  • Analyze and troubleshoot technical issues, using tools like JIRA to log and track bugs.
  • Work closely with Tier 1 & 2 Customer Support teams to resolve escalated cases and improve operational workflows.
  • Design and implement processes to promote independent problem-solving and customer self-service.
  • Manage subscription software billing queries and escalations via Recurly.
  • Share customer insights, feature requests, and pain points with internal teams to inform product development.

Requirements:

  • Experience in customer support, particularly with cloud technology applications and subscription-based SaaS models.
  • Familiarity with billing systems and high-ticket customer query management.
  • Strong proficiency in help desk software, bug tracking (e.g., JIRA), and CRM tools.
  • Effective communication and problem-solving skills, even in high-pressure situations.
  • Knowledge or experience in the entertainment and media industry is a plus.

Salary: £40,000 - £50,000 per annum (dependent on experience), plus benefits and bonuses.



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