Salary: £27,000 per annum, with salary reviewed on successful completion of 6-month probationary period. Plus paid on-call.
Position Type: Permanent.
Location: Farnborough head office and Remote.
Benefits include: 25 days holiday, private medical cover with Vitality, life insurance, company pension scheme, Cycle-scheme, free non-fiction book scheme, earlier finish ‘Chill Friday’.
Working Hours: Full time
Start date: ASAP
Reporting to: Head of Customer Experience
Blasting off from the successful launch of PASSgenius, our new suite of AI, data and automation tools, we are rapidly expanding our team. We are looking for a full-time Customer Success and Support Analyst to support our growing customer base. The Customer Support team are a multi-disciplined, technical and customer-driven team delivering excellent service.
You will:
- Ensure customers receive an easy, memorable, and valued service via email, telephone and in- product conversations.
- Seek to understand how customers use our products, and proactively offer guidance to customers on how to get the best use and value from our suite of products.
- Be a natural problem-solver.
- Maintain an accurate record of enquiries with all relevant information within Salesforce to ensure timely and accurate resolution of issues and customer queries.
- Provide emergency support out of hours on a rotational basis (after initial onboarding period).
- Use software tools to thoroughly investigate, test and replicate customer issues to identify causes of problems.
- Work with connected technology providers to effectively implement integrated solutions or solve problems effecting customers.
- Research and understand app log files and identify user behaviour to help diagnose an issue.
- Document and share workarounds or key steps on how to use features via our Help and Support Centre and to wider customer facing teams.
- Use software to assist you in your role, such as Intercom, Aircall, Confluence, Jira, Kibana, Postman and Bug fender, as well as Microsoft suite of products.
You have:
- The skillset to follow up with customers and deliver timely updates on tickets and cases.
- Willingness to contribute ideas, innovation and team spirit.
- The ability to see challenges instead of problems.
- Experience of working in a high performing busy team.
- A desire to increase your technical knowledge.
- A logical approach, with good judgment to ensure the appropriate customer outcome.
- Initiative to resolve customer issues and provide an exceptional service.
- The ability to manage a varied workload.
You may have:
- Experience or interest in the Care industry.
- An inclination to keep up with news and developments within technology and social care.
- Experience using Salesforce, Intercom and Jira.
- An ambition to continuously grow and develop.
Why join everyLIFE?
Be part of a team that is transforming the UK care industry. If you thrive supporting customers, enjoy building relationships and making a meaningful impact, we’d love to hear from you!
Our mission is to create effective tools and services that release the potential of care teams.
Established in 2014, everyLIFE Technologies is a fast-growth SaaS provider primarily to the UK social care market. We exist to support care services to be the best that they can be.
We design, build, release, manage and support software and mobile applications that are crucial parts of the care being given to tens of thousands of people across the UK. We must get it right, every day!
Our ideal teammates are thoughtful, humble, curious, achievement-oriented professionals who can both zoom into the details and zoom out to embrace the big picture. We are customer-led and always aim for the highest standard. We believe in being transparent in all our dealings; acting fairly, openly, and honestly in everything we do.
Please note that we are only able to accept applicants with the right to live and work in the UK without the need for sponsorship. If you are on a visa and interested in applying for this role, please contact us for further information.
If you have any questions, or to apply with your CV, please email [email protected]
Due to the high volume of applicants that we receive, we cannot always guarantee that you will receive a response.
Job Types: Full-time, Permanent
Pay: £27,000.00 per year
Benefits:
- Canteen
- Company events
- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site gym
- On-site parking
- Private medical insurance
- Sick pay
- Transport links
Ability to commute/relocate:
- Farnborough GU14 0LX: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
- Driving Licence (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Farnborough GU14 0LX
