Customer Success and Product Support Associate

Are you a tech-curious problem solver who loves helping people Our client is looking for a Customer Success and Product Support Associate to become the ultimate expert on their software products. Their software is powerful and detailed, but their customers are everyday people with no technical background. Your job is to be the bridge between the software and their customers.

You will need to make the complex simple, helping customers understand the software, solve problems and get the most from its features. You will learn how the software works inside and out, support customers when they have questions, demonstrate the products through live training webinars, and help them unlock more value by upgrading to new features. No prior tech industry experience is required - our client will train you on the software!

They just need your patience, curiosity, and excellent communication skills.

What You Will Do:

Learn and Master:
Dive deep into the software during your training to understand exactly how it works. Support and Guide:
Answer customer questions via email, webinar or phone. You will explain complex steps in simple, friendly, everyday language. Demonstrate:
Lead friendly online product demonstrations for new users to help them get started. Upsell and Grow:
Listen carefully to customer needs and spot opportunities to recommend add-on features that will help their business. What They Are Looking For:
Make the Complex Seem Simple:
You can take a complicated idea and explain it simply. You need to be articulate and confident on the telephone. High Patience and Empathy:
You enjoy helping people who get frustrated by technology and can stay calm and professional. Quick Learner:
You love exploring new apps, websites, or tools and figure them out quickly. Sales Curiosity:
You are comfortable suggesting better solutions and upgrades when it genuinely benefits the customer. Personal Traits:
You are likely to be educated to at least A Level or equivalent, be reliable and punctual. You'll join a small, established team in Bromsgrove where you'll have the opportunity to develop a broad range of skills across customer support, software, training and customer success. You will join a shared, low-frequency out-of-hours rota covering some weekday evenings and weekends. This is not routine shift work.

Your role is simply to be on standby for rare technical alerts from client admin teams, connect remotely to perform basic systems fixes, and confirm resolution. You will receive a standby allowance in addition to your salary just for being available. Most importantly, our client will give you the training and support you need to become an expert in their products.

If you're curious, friendly, technically minded and enjoy helping people, our client would love to hear from you.