Customer Support Specialist

Job Description

Job type: PermanentRole: Customer Support SpecialistLocation: Hybrid/Remote (candidates from Manchester/North West preferred)Industry: Software DevelopmentCompany size: 1-10 People (growing)Salary: £21,000 - £25,000Working hours: Flexible (35 hours a week). Friendly team and value-led organisation.About N3OWe are N3O. A cloud technology company specialising in the not-for profit sector. We were founded in 2005 in the UK and have spent the last 14 years developing bespoke software for some of the UKs largest charities. Our team builds software helping charitiesacross the globe face the challenges of managing their donors, prospects, donations, projects and beneficiaries. We work to help charities achieve more and make the world a better place. The team is globally distributed with staff in the UK, Europe and Asialeading the design and build of our Azure-hosted offering.Exciting opportunity - Customer Support SpecialistWe have a great opportunity for someone looking for a fulfilling role to help charities and NGOs enhance their productivity and efficiency. Do you have customer support experience within the software space Excited about using your skills to make a differenceWe are looking for someone who can help and guide our charity clients to maximise the utility of our brand new Engage CRM platform. This role is primarily focused on customer support, but brings interesting variety with customer training, problem solvingand liaison with our development team with a goal to ultimately add value to our customers.You will be part of a growing team and will be provided full training on our various products and processes.What you will be doing:As a member of the Customer Success team, you will be working closely with the senior management, developers and customers to:

• Communicate with our clients and helping customers via email support tickets and phone calls.
• Provide overall excellent customer service and adopt a professional manner with colleagues and customers whilst maintaining strong working relationships.
• Explore ways to enhance the customer support experience for our clients through live chat, social media and other mediums.
• Taking ownership of support cases, where an initial resolution was not provided and has exceeded the service level agreement.
• Managing the feedback we receive from customers in terms of bug fixes or product improvements.
• Testing the Engage CRM (and other offerings) for software bugs and logging bugs on-behalf of customers to our JIRA board.
• Generating feedback to our Product team to help improve the Engage CRM suite itself. Your input will inform product managers and developers on customer priorities.
• Provide training sessions to newly onboarded clients on select functions.
• Conduct interviews/discussions with customers about our CRM to feedback to our Product teams and to help build customer case studies.

Suitable candidates will have:

• Experience of managing multiple customers
• 1 - 3 years experience in customer support (ideally at a software company).
• Proficiency with software products and a quick learner for new concepts
• Good communication skills. Involves communicating complicated ideas in a simple way to customers.
• Excellent organisation skills to manage tasks and follow up with clients and internal stakeholders.
• Some working knowledge of VoIP and call centre practices.

As a bonus you may have:

• Ideally SaaS or marketing technology experience.
• Some basic background in the charity sector, even as a volunteer.
• Working knowledge of CRM systems.
• Experience at a software company

Whats in it for you

• Hybrid or remote position (as per preference)
• Laptop budget
• Training budget
• Flexibility and ownership
• Volunteering days
• Autonomy and trust

Location & HoursThe role is a full-time position and based on your location may be fully remote or via a hybrid model (e.g. a few days a week at the office). We are more interested in results than micro-managing. There will be meetings in central locations such as Manchesterand London periodically.Steps after submitting your CV:Once you have submitted your application and if we feel you might be a good fit, we will get in touch for an informal chat and discuss next steps.

Keyskills :
Communication SkillsCRMCustomer SupportSoftwareSaaS