Customer Success and Support Analyst

Job Description:
Customer Success and Support Analyst at everyLIFE Technologies

Salary: £27,000 per annum, with salary reviewed on successful completion of 6-month probationary period. Plus paid on-call.

Position Type:
Permanent

Location:

Hybrid:
Farnborough head office and Remote

Benefits: 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

We are rapidly expanding our team and 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.

About the role

This is a fast-paced, customer-facing support role where you will work across multiple channels, with a strong focus on telephone-based support.

You will spend a significant portion of your time speaking directly with customers, helping them resolve issues in real time, guiding them through workflows, and ensuring they get the most value from our products. Confidence and clarity on the phone are essential.

You will:

• Deliver high-quality customer support across email, in-product chat, and telephone, with phone support as a core part of the role
• Confidently handle a high volume of inbound and outbound customer calls, including troubleshooting issues and guiding users step-by-step through solutions
• Ensure customers receive an easy, memorable, and valued service across all touchpoints
• Seek to understand how customers use our products, and proactively offer guidance to help them get the best value
• Troubleshoot issues live with customers, often in real-time over the phone
• 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 affecting customers
• Research and interpret application log files and user behaviour to help diagnose issues
• Document and share workarounds or key steps via our Help and Support Centre and with wider customer-facing teams
• Use software such as Intercom, Aircall, Confluence, Jira, Kibana, Postman and Bugfender, as well as Microsoft suite of products

You have:

• Proven experience in a customer-facing role with regular telephone-based support (e.g. contact centre, service desk, or high-volume support environment)
• At least 1–2 years’ experience handling customer support via telephone in a fast-paced environment
• Strong verbal communication skills, with the ability to build rapport quickly, control conversations, and explain technical concepts clearly over the phone
• Experience handling challenging conversations and confidently de-escalating frustrated customers
• The skillset to follow up with customers and deliver timely updates on tickets and cases
• Experience of working in a high-performing, busy team
• 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
• A desire to increase your technical knowledge
• Willingness to contribute ideas, innovation and team spirit

You may have:

• Experience or interest in the Care industry
• An inclination to keep up with developments in 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.…