Field Service Support Expert

1 month ago


Hungerford, West Berkshire, United Kingdom Kerridge Commercial Systems Full time
Job Overview

We are seeking an experienced Field Service Support Expert to join our Software as a Service team at Kerridge Commercial Systems. As a key member of our support team, you will be responsible for ensuring the highest level of service delivery to our customers through our support helpdesk and chat facilities.

About Us

Kerridge Commercial Systems is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers, and merchants. Our mission is simple: to design, implement, and support high-performance systems that enable our customers to source effectively, stock efficiently, sell profitably, and service competitively.

The Role

This role offers the perfect blend of technical expertise, problem-solving skills, and exceptional customer service. As a Field Service Support Expert, you will be responsible for:

  • Empathizing with every aspect of the customer experience and putting their needs first
  • Becoming a trusted advisor with each customer support request and efficiently closing out requests
  • Answering customer support requests via Intercom chat facilities
  • Escalating any support queries that require technical support and communicating any updates with the customer
  • Maintaining the CRM and ticketing desk
  • Maintaining Help Centre articles
  • Maintaining product expert knowledge on product features, advantages, and benefits
Requirements

To succeed in this role, you will need:

  • At least 2 years of experience in customer success within a Software-as-a-Service (SaaS) business
  • A proactive and self-starter approach
  • Strong problem-solving ability and great listening skills
  • A firm understanding of customer success processes and objectives
  • A demonstrable record of onboarding customers and providing software product training
  • Excellent English verbal and written communication skills working in a professional environment
What We Offer

In return for your hard work and dedication, we offer:

  • Flexible working arrangements
  • Competitive salary (£35,000 - £45,000 per annum)
  • Team activities and social events
  • Coaching and constant support
  • Thorough product and sales training to equip you with the tools to succeed
  • The chance to be part of a rapidly scaling business
  • Minimum of 28 days of holidays a year
  • Pension contributions
Equal Opportunities

Kerridge Commercial Systems is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.


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