Client Experience and Technical Support Professional

2 weeks ago

London, Greater London, United Kingdom Smokeball UK Full time

About the Role: We are seeking a highly skilled Client Experience and Technical Support Professional to join our team at Smokeball UK. As a key member of our client-facing team, you will be responsible for providing exceptional technical support and customer service to our clients, ensuring they receive the highest level of care and assistance.

Key Responsibilities:

  • Provide front-line technical support via telephone, email, and live remote sessions to small and medium-sized law firms.
  • Manage and service support tickets from start to finish, adhering to all processes and escalating when necessary, ensuring all relevant information is included.
  • Take ownership of both internal and external communications for open support tickets.
  • Confidently engage, collaborate, and communicate with key business stakeholders to resolve issues.
  • Identify and document customer pain points, advocating for clients by sharing insights, product issues, and enhancement ideas to improve the overall Client Experience.
  • Conduct onboarding and training sessions for new clients, ensuring they are equipped to use our software effectively.
  • Provide ongoing training on relevant software systems used for ticketing, remote support, and client communication.

Requirements:

  • Minimum of 1+ years in client support roles within a SaaS environment.
  • Proven track record of successfully guiding clients through onboarding and training processes to ensure effective software utilisation.
  • Strong ability to drive customer satisfaction by troubleshooting issues and providing timely resolutions.
  • Experience in developing and delivering training materials and sessions tailored to client needs.
  • Confidence to adapt to new programs and systems, quickly learning features to better assist clients.
  • Ability to thrive in a fast-paced, dynamic environment, demonstrating initiative and a proactive approach to client support.

What We Offer:

  • A competitive salary of £35,000 - £45,000 per annum, depending on experience.
  • Regular bonuses based on individual and team performance.
  • An employee share scheme to reward your hard work and dedication.
  • A range of benefits, including paid parental leave, an in-office barista, and regular off-sites and parties.
  • The opportunity to work with a leading provider of legal practice management software and contribute to shaping the future of the industry.

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