Customer Support Specialist

**Job Title**:Customer Support Specialist
**Salary**: Up to £32k (based on experience)
**Hours**:37.5 hours per week; Monday to Friday 8.30am to 5.00pm
**Basis**: Full-time, permanent
**Location**:Canary Wharf, London - WeWork
**Reporting to**:Customer Operations Lead

**About Us**
Onetrace built a SaaS traceability system for the fire protection industry, and are expanding into the untapped technology market in the construction industry. Our passion for problem solving, efficiency and technology drives us to continue innovating and learning, with user experience being essential to this mission.

You’ll have the unique opportunity to grow your career alongside a dynamic startup, where your contributions will directly shape our journey and success. Together, we’ll showcase the beauty of technology, push boundaries, and celebrate every milestone we achieve as a team.

For more insight into what we do and who we are, visit our LinkedIn page.

**About the Role**
We are seeking a Customer Support Specialist to join our team at Onetrace. In this role you will be a key player in maintaining our commitment to exceptional customer service. Your primary responsibilities will involve engaging with customers and addressing enquiries efficiently and empathetically, ensuring feedback is addressed in product sprints. You will be providing appropriate solutions and developing content to shape the customer experience at Onetrace. The role of a Customer Support Specialist involves a shift from general customer inquiries to specialised product support.

**Our Culture & Ways of Working**

Our values lay the foundation of Onetrace’s culture and we are looking for individuals who aspire to behaviours that align with our values, fostering a collaborative company culture that unifies us all.
- **Driven by Passion** - bringing energy, enthusiasm and dedication to our work
- **Devoted to Innovation** - pushing boundaries and creating a space for unrivalled vision
- **Strive to Simplify** - leveraging technology to drive efficiency and reduce unnecessary complexities
- **Do the Right Thing** - honesty, integrity and commitment to always do the right thing
- **Respect Above All** - respecting and understanding every individuals diverse background
- **Empowering Teams** - working with equal parts humility and ambition

We embrace growth and change together. As we evolve, roles, responsibilities, and team structures may shift, but we are committed to fostering a culture where everyone, including the founders, contributes to building a better, forward-looking company.

We love working here. We think you will too. Let’s build great things together.

**What You’ll Do**
- Respond to customer queries promptly, demonstrating a solid understanding of our products
- Follow up with customers to ensure their queries/questions/issues are resolved
- Identifying customer needs and recommending appropriate solutions, escalating complex issues as needed
- Maintaining the current macros and workflows, and identifying opportunities to improve the customer experience
- Maintain and update customer records in our CRM system (Intercom) to ensure accurate and up-to-date information
- Collate and report the voice of the customer, relating to bugs and other insights liaising with the relevant teams across the wider business
- Collaborate with internal teams to resolve issues and ensure timely resolution of customer concerns
- Participate in meetings with the Product team to manage workflows, delegate tasks, and ensure customer feedback is addressed in product sprints
- Serving as the main point of contact in the absence of the manager to other Commercial Teams and the Head of Commercial & Strategy
- Work with the wider team to continuously improve and contribute to the development and innovation of our customer support processes

**What We're Looking For**

**Essential**
- Previous experience in a customer support role in a SaaS environment
- Proficiency in Google Workspace
- Experience using help desk software and remote support tools such as Intercom, HubSpot, Freshworks (Freshdesk) etc
- Deep understanding of the SaaS product being supported, including features, functionalities, and common user challenges
- Understanding of SaaS platforms, including basic troubleshooting of software issues
- Able to manage customer contact from query to resolution (involving cross-functional teams where necessary)
- Ability to relay technical information in a simple and clear manner
- Able to articulate customer pain points to Product & Development/Design and Customer Success roles
- You can multitask and prioritise tasks effectively
- Exceptional attention to detail and organisational skills
- You can quickly learn new software and adapt to product updates or changes
- Patience when handling tough cases with the ability to empathise with customers
- Excellent communication skills, both written and verbal
- Proven problem-solving abilities with a solution-focused mindset
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