Job Overview: Support Executive
Unity5 is a growing organisation, rapidly expanding our customer base and the types of services we provide. Our support team is integral to this growth and the support executive is the first line of contact that many of our customers will experience making this an essential role.
You will be obsessed with creating positive customer experiences and tenacious in your approach to solve problems for customers quickly and efficiently.
You will be introduced to each of our solutions through a product certification programme, enabling you to work quickly through to becoming a technical support analyst and deal with more complex cases.
Key Responsibilities
- Support Triage
- Act as first line of support for customers who reach out via phone, email and through the support portal
- Triage all support tickets, ensuring our SLAs for first touch response are always met, reviewing and resolving simple cases directly and assigning more complex cases to other support team members
- Investigate and troubleshoot issues raised, documenting steps to replicate.
- Communications
- Select the most effective way to communicate with customers based on the case type and priority to ensure the ticket raised by the customer is quickly understood and fully documented
- Regularly provide updates to customers on tickets you are managing in order to provide an excellent service to customers
- Escalate quickly if an issue is raised that could impact other customers or looks to be a system wide issue
- Knowledge
- Complete all available certification content to become a product expert
- Become an expert in the knowledgebase content to support the responses to simple cases and suggest improvements where content is missing
- Take time to learn and stay up to date with legislation and terminology specific to our customers
- Keep up to date with new feature releases and content to better support customers
Skills and Competencies
Required:
- Some experience working in telephone-based support environment
- Passionate about customer experience and delivering the best service possible
- Excellent communication skills, with an ability to position product features to a non-technical (and technical) audience
- Process orientated, looks to continuously improve ways of working by measuring outcomes and looking for points of failure
- Problem solver with willingness to take ownership of issues to resolve them
- Naturally organised, able to remain calm under pressure
- Good working knowledge of email and support systems such as Zendesk
Desired:
- Working with software and experience learning new systems
- Accessing databases, or the basics of SQL
Benefits you will receive:
- A competitive salary
- Generous holiday scheme of 33 days (including BH)
- Ability to buy/sell up to 5 days holiday post probation
- Opportunities for career progression across various departments and roles
- Learning and development fund
- Enhanced sick pay
- Private Medical scheme
- Increased pension scheme
- A collaborative and social team environment: Social events, BBQs, Quarterly company updates hosted by the Directors
Job Types: Full-time, Permanent
Pay: £28,000.00 per year
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site gym
- Private medical insurance
- Referral programme
- Sick pay
Work authorisation:
- United Kingdom (required)
Work Location: In person
