SaaS Customer Support Executive

1 month ago

Midlothian, United Kingdom VoucherCart Full time

As a pioneering global technology firm and market leader in our field, VoucherCart is revolutionising the way Hotels, Restaurants, Spas, Leisure, and Retail businesses sell their products and services, driving revenue growth, new customer acquisition, and retention.

 

As a Customer Success Executive, you love helping people and concern yourself with ensuring customer queries are promptly and efficiently addressed. Working with our clients and technology partners alike, you will provide, instant chat and telephone support as well as conduct screen-share calls where necessary so VoucherCart can understand, assist with, and resolve any specific issues/challenges. 

 

You will carry out screen recordings and create documentation of key functions of the VoucherCart SaaS platform (explainers and guides) and work with video production to create and maintain a structured help forum and Academy suite of videos and help files.

 

You will have an analytical, problem-solving mind, and work with the management and development team to specify new features and improve existing ones.

 

Responsibilities:

 

In general, a typical day involves:

 

  • Being an active member of a global team that provides support via live chat, tickets, forums, and one-on-one screen share sessions.
  • Helping people use the VoucherCart platform
  • Troubleshooting, investigating, and creating detailed reports.
  • Building and extending help tutorials library providing support and guidance in platform usage for our customers around the world.
  • Working with API on 3rd Party System integrations.
  • Completion of testing and reporting on newly released features.

 

 

The role requires:

 

  • Excellent writing and communication skills, with an aptitude for taking technical language and making it understandable.
  • A passion for solving problems and proposing elegant solutions.
  • Development of deep platform functional knowledge.
  • An ability to learn and adapt so that you can help teach others.
  • Patience, grace, and a sense of humour.
  • Representing the voice of the customer to provide input into every core product, marketing, and sales process.
  • Close collaboration with team members supporting renewals, upgrade and up-sell opportunities.

 

You will work with and ideally have experience with some or all of the following technologies:

 

  • Intercom
  • Atlassian Jira
  • GSuite
  • Snagit or Camtasia
  • Zoom, Chime, Hangouts/Google Meet software
  • Typeform
  • Hotjar

 

You will perform business functions as required from time to time including, but not limited to:

 

  • Acting as the main point of contact between the company and a number of named enterprise accounts providing onboarding of new customers, the training of platform end users, as well as post-go-live support.
  • Understanding customer outcomes by communicating with customers, analyzing customer health metrics, performance, and gathering other feedback via Intercom and Typeform or Hotjar.
  • Creation of Tasks and Epics in Altassian Jira.
  • Collaborating with the engineering and development team to configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.
  • Reporting on customer/platform engagement, providing feedback to the other teams regarding product and service improvements.
  • Providing insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.

 

What makes you the right fit for this role:

 

  • Computer Science, Information Systems, IT-related qualification/background at Degree level or higher.
  • Self-motivated, proactive team player
  • Training and coaching ability. Helping educate our customers is the key to their and our success
  • Strong communication and interpersonal skills
  • Experience in professional services, or technical consulting roles. (SaaS experience preferred)
  • Familiarity with any CRM platforms & their data structure
  • Familiarity with Intercom, Slack and Atlassian Jira/Confluence

 

Priority will be given to applicants who have experience with and/or awareness of:

  • Enterprise application development and/or API integrations
  • EPOS Systems, Payment Gateways, and e-commerce platforms (Shopify, Woocommerce, Magento etc)
  • Development and troubleshooting with JavaScript
  • Coding
  • API's and Webhooks

 

Remuneration:

Basic Salary: £24-32K /Yr (Depending on experience)

Workplace Pension Scheme

 

Working Hours

Mon-Fri (Full-Time) 09.30 - 17.30.

Location

The Meadows, Newington, Edinburgh, UK (possibility of up to 2 days remote work/week after 3 months probationary)

How to Apply

Please send all applications with your CV, and if you can - a short Video CV telling us about you and your suitability for the role (Approx. 90-120 seconds) to jobs@vouchercart.com.

  • Customer Service Executive

    2 weeks ago

    Midlothian, United Kingdom The Search Consultant Full time

    Customer Service Executive Location: Edinburgh Shift hours: As part of a team working a flexible shift pattern to include weekend work averaging 40 hours per week + overtime. Role Summary This is an exciting customer facing role, looking after retail customers, and becoming an integral member of the highly motivated and friendly team. Essential...

  • Enterprise Account Executive

    2 weeks ago

    Midlothian, United Kingdom CN Sales Recruitment Full time

    Enterprise Sales specialist - salary per annum £70K-£80K per annum plus commission - remote based role Talent Attraction SaaS & Services for UK HQ Corporates. This client is a fast growth privately owned scale up technology and services provider of in Talent management solutions, they provide a suite of technology and services utilised by Talent...

  • Field Sales Executive

    1 week ago

    Midlothian, United Kingdom Gold Group Ltd Full time

    Field Sales Executives Edinburgh £25,000 Basic + Car allowance £450 a Month + Uncapped Commission - OTE £50,000 Brief Field Sales Executives needed for a for a well-known Full Fibre Broadband provider based in Edinburgh who are expanding at pace and looking to employ a number of Field Sales Executives that are target driven, bubbly individuals, looking...

  • Sales Executive

    1 week ago

    Midlothian, United Kingdom Lookers Full time

    Overview Edinburgh Audi £25,000 + uncapped commission 44 hours Lookers Edinburgh Audi is recruiting an ambitious and Sales Executive to join our hard-working and friendly team on site. You will work alongside our passionate Sales team to provide Lookers first-class customer service. Joining our hard-working sales team, made up of a team of...

  • Sales Executive

    3 weeks ago

    Midlothian, United Kingdom Lookers Full time

    Overview Edinburgh Audi £25,000 + uncapped commission! 44 hours Lookers Edinburgh Audi is recruiting an ambitious and Sales Executive to join our hard-working and friendly team on site. You will work alongside our passionate Sales team to provide Lookers first-class customer service. Joining our hard-working sales team, made up of a team of...

  • Area Sales Executive

    2 weeks ago

    Midlothian, United Kingdom Adecco Full time

    A fantastic opportunity has arisen for an Area Sales Executive to join one of our industry-leading clients in the hire and construction sector, covering the Edinburgh area. This exciting role offers a competitive salary and a bonus scheme of up to 40% of your basic salary! If you have previous sales experience within construction or hire equipment and are...

  • Sales Executive

    2 weeks ago

    Midlothian, United Kingdom Page Personnel Finance Full time

    This position is for an Off Trade Territory Sales Executive who will be responsible for driving sales and building strong relationships with clients in the fast-moving consumer goods (FMCG) industry. The successful candidate will be based in Edinburgh, operating within a team in a secretarial and business support role. Client Details Our client is a...

  • Field Sales Executive

    5 days ago

    Midlothian, United Kingdom Gold Group Ltd Full time

    Field Sales Executives Edinburgh £25,000 Basic + Car allowance £450 a Month + Uncapped Commission - OTE £50,000 Brief Field Sales Executives needed for a for a well-known Full Fibre Broadband provider based in Edinburgh who are expanding at pace and looking to employ a number of Field Sales Executives that are target driven, bubbly individuals, looking...

  • Executive Assistant

    7 days ago

    Midlothian, United Kingdom Pertemps Scotland Full time

    Job Title: Executive AssistantSalary: £32,521 (rising to £34,021 from 1st September 2024)Annual Leave: 45 daysWorking Hours: 9am - 5pm, Monday to FridayLocation: Milton Road, EdinburghContract Type: PermanentKey Responsibilities: Provide high-quality, professional, and confidential support to the Executive team.Advise on national protocols, policies, and...

  • Customer Service Specialist

    7 days ago

    Midlothian, United Kingdom Search Full time

    Customer Service Executive - InvestmentsOur client based in the City Centre of Edinburgh who are one of the UK's leading and largest wealth management firms in the UK are looking to add a Customer Service Executive to their Digital Channels Customer Service Team.Our client offer award-winning personalised wealth management services that meet the varied needs...

  • Executive Assistant

    4 days ago

    Midlothian, United Kingdom Reed Full time

    Role- EALocation: EdinburghJob Type: Full-timeSalary Range: £32,000+ One of our exciting clients based in the Further Education sector are seeking a highly professional and experienced Executive Assistant to provide comprehensive support to our clients Executive team. This role is pivotal in facilitating effective decision-making and managing sensitive...

  • Customer Sales Advisor

    2 weeks ago

    Midlothian, United Kingdom Reed Full time

    Customer Sales Executive Job Type: Full-timeLocation: Edinburgh, City CentreSalary: £25,000 base salary with OTE £50,000 Reed Recruitment are on the lookout for highly motivated and results-driven Customer Sales Executive to join our clients dynamic sales & service team. If you have a flair for customer service, excellent communication skills, and a...

  • IT Support Technician

    1 week ago

    Midlothian, United Kingdom Lorien Remote Work Freelance Full time

    IT SUPPORT TECHNICIAN - 13 WEEK TEMP POSITION - INSIDE IR35 Loriens Edinburgh based Public sector client is looking for a experienced IT Support Technician to join their team on an initial short term contract, working fully remotely. Main Duties Service Desk Operations: Deliver on-site 1st and 2nd line technical support with occasional travel to regional...

  • Team Head of CRM and Advisory Europe

    2 weeks ago

    Midlothian, United Kingdom Avaloq Full time

    Job DescriptionLine Manager of the European CRM and Advisory TeamReports to the Head of Banking Core EUL3 support of the application and Modules in the responsibility of CRM and Advisory of all European SaaS customers (excluding Switzerland and Liechtenstein)Owns all related regional Avaloq customization solutions Defines together with the Domain Scrum...

  • Marketing Events Executive

    2 weeks ago

    Midlothian, United Kingdom Reed Full time

    Reed Business Support are working with a globally recognised legal firm that are on the hunt for a Marketing/BD and Events Executive.  The role holder will support the MBD Manager in the delivery of the firm’s International Marketing and Business Development (MBD) strategy in the UK, through the execution of business plans specifically for the Edinburgh...

  • Lead Consultant

    3 weeks ago

    Midlothian, United Kingdom Be-IT Resourcing Full time

    Lead Consultant Glasgow / Edinburgh – Hybrid £60,000 DOE Are you passionate about implementing cutting-edge financial management solutions in a dynamic environment? We are seeking a dedicated Lead Consultant to join the Professional Services team at a leading fintech client. As a Lead Consultant, you will support the deployment of solutions for...

  • Governance Support Officer

    7 days ago

    Midlothian, United Kingdom SRUC Scotland's Rural College Full time

    About The Team: SRUC is unique in Scotland and one of the largest organisations of its kind in Europe. Our ambitious and exciting vision is to work at local, national and international levels, leading innovation and sustainable development in agriculture and rural sectors. The Opportunity: Applications are invited for the post of Governance Support Officer....

  • Business Operations Executive

    4 weeks ago

    Midlothian, United Kingdom Heriot-Watt University Full time

    Purpose of RoleThe role of Business Operations Executive is essential to help the University achieve its strategic objectives of diversifying funding sources and increasing its industrial income, increasing the number and quality of strategic partnerships underpinning this income and to deliver on the University Knowledge Exchange commitments within the SFC...

  • Business Assistant – Executive Administration

    4 weeks ago

    Midlothian, United Kingdom JPMorgan Chase & Co. Full time

    . Morgan is seeking a Business Assistant to support Leadership team in Edinburgh. It is a great opportunity for candidates with solid Executive Assistant experience. As a Business Assistant in International Consumer Bank (ICB), you will be required to support at a senior level within this fast-paced environment. You should have a solid Executive Assistant...

  • Business Assistant – Executive Administration

    4 weeks ago

    Midlothian, United Kingdom JPMorgan Chase & Co. Full time

    . Morgan is seeking a Business Assistant to support Leadership team in Edinburgh. It is a great opportunity for candidates with solid Executive Assistant experience. As a Business Assistant in International Consumer Bank (ICB), you will be required to support at a senior level within this fast-paced environment. You should have a solid Executive Assistant...