JOB TITLE: Customer Support Specialist (SaaS)

Industry : IT & Telecoms Job Location : City of London
Job Reference : 12442 Job Category : Telecommunications
Employment Type : Permanent Posted : 20/06/2016
Salary & Benefits : £25000 - £30000 per annum + Excellent Benefits
Experience Required : See Job Description
Education Required : See Job Description

Please note you must be permitted to work in the EC to apply for this job.

Job Summary

One of the UK's fastest growing technology companies are currently recruiting for a Customer Support Specialist to support their market leading SaaS platform. Salary is £25,000 - £30,000 + Benefits including travel card, 25 days holiday + bank holiday, pension, BUPA, gym, personal trainer, free lunch every Friday and more

Job Description

Customer Support Specialist (SaaS)
£25,000 - £30,000 + Benefits including travel card, 25 days holiday + bank holiday, pension, BUPA, gym, personal trainer, free lunch every Friday and more

Position Summary

Working as a Customer Support Specialist for one of the fastest growing technology companies in the UK you will be responsible for customer success as well as taking inbound support cases. You'll have an inquisitive nature, asking customers why and looking at the bigger picture, getting work underway to solve the bigger issues that caused the support case in the first place.

This role is focused around supporting the company's market leading SaaS platform therefore you'll ideally have worked in a similar role providing SaaS platform support. Any experience in networking, voice or data is desirable however not essential.

Based in their modern offices in Central London, you'll be working with a variety of cutting edge technologies. The company are growing rapidly and as a result you will have opportunities for many progression paths in the business.

As a Customer Support Specialist you'll be involved in:

*1st line support for the company's market leading SaaS platform
*Taking ownership of service issues, making sure they are fixed within the SLA
*Always asking customers "why" and looking at the bigger picture to find out what caused the support case in the first place
*Constantly looking at ways to improve on-boarding, services and outcomes
*Dealing with all levels of stakeholders from front line users up to senior
*Analysing how customers use the systems

Your Experience?
*A strong communicator with great customer engagement skills both verbally and face to face
*Highly organised
*"Going the extra mile" to deliver timely fixes or updates for customers, always keeping the customer updated
*Strong troubleshooter, owning, resolving cases and following through on underlying issues to further improve customer experience
*Support desk skills and experience
*SaaS Platform support
*Customer experience acumen
*Previous experience in supporting platforms such as CRM, billing and customer interaction
*Previous experience troubleshooting software applications

*Any experience in networking and hosted voice platforms is desirable but not essential

The Company
With spacious modern offices based in Central London and exciting plans for the near future; this Fast Track 100 technology company offers a fantastic opportunity for an experienced Customer Support Specialist looking for a role in an expanding and dynamic technology company.

Company are one of the Fast Track 100 technology companies in the UK and have recently expanded on an international basis so you'll be working on platforms that are leading the market in the UK and are growing rapidly across East and West Coast North America.

Bluefire Consulting is an employment business acting on behalf of a client company

Job Keywords

SaaS, Customer Success, 1st Line Support, CRM, Support Desk

Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in Telecommunications recruitment on a UK wide basis.

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