Customer Support Specialist

Zivio; Brighton; Remote; GBP 22,000 - 26,000

Job description

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Zivio is a rapidly growing and ambitious Procure-tech startup. We are seeking a driven and professional Customer Support Specialist to deliver exceptional first-line support to our customers. You will play a crucial role in ensuring customers receive timely, accurate, and effective assistance while contributing to the overall success and growth of our customer-centric approach.

We're a fast-moving, scale-up tech business, so life is always busy and never boring! We now need someone with drive and initiative to provide a meaningful contribution to the team as we expand our business and continue to develop the product for our customers in the UK and overseas. If you are a natural problem-solver, have a knack for understanding customer needs, and take pride in delivering an outstanding service, this role is the perfect opportunity to make a meaningful impact.

Key Responsibilities:

1. Provide first-line support to Zivio customers via our email ticketing system and telephone, ensuring timely resolution of queries.
2. Troubleshoot and resolve customer issues by understanding their needs and using internal tools or escalating to the appropriate team when necessary.
3. Document and update support processes, ensuring clear, accurate records of troubleshooting steps and resolutions.
4. Develop a deep understanding of Zivio’s platform to guide customers effectively.
5. Collaborate with the Implementation, Product, and Engineering teams to escalate and resolve complex issues.
6. Identify and escalate recurring issues or product bugs to drive continuous improvement.
7. Create and maintain user-friendly documentation, FAQs, and guides for customers.
8. Proactively identify opportunities to enhance the customer experience and streamline support processes.
9. Monitor and analyse support metrics to improve service delivery.

What We’re Looking For:

1. Experience: 12 months+ in a customer support or similar role within a SaaS or technology-driven environment.
2. Technical Skills: Comfortable troubleshooting technical issues; experience with SaaS products is a plus.
3. Communication: Exceptional verbal and written communication skills, with a strong ability to simplify technical information for non-technical users.
4. Customer-Centric Mindset: Passionate about delivering excellent customer experience and building strong relationships.
5. Problem-Solving: Logical thinker who can analyse issues and identify root causes effectively.
6. Adaptability: Thrives in a fast-paced, ever-evolving startup environment.
7. Collaboration: A team player who is willing to go the extra mile to support customers and colleagues.
8. Desirable: Familiarity with procurement or any Software as a Service technology.

Salary & Benefits:

1. Competitive salary: up to 26k.
2. Company pension scheme.
3. Vibrant and friendly team culture with regular socials.
4. 35 days holiday per year inclusive of bank holidays.
5. Family-friendly work environment.
6. £750 annual Learning and Development budget.
7. Latest laptop provided.
8. Support for going green with Electric Vehicle Salary Sacrifice and Cycle to Work schemes.

Work Location:

1. Remote – must be based within South-East England with a willingness to travel to Brighton once a month for team gatherings.

We are an equal opportunities employer and welcome all applications. If you need any adjustments to support your application, please let us know.

Seniority level

Entry level

Employment type

Full-time

Industries

Software Development