Customer Service Advisor

We are currently seeking a first-line Customer Support Advisor to join our team and provide direct support for our software solutions. In this role, you will guide our customers through everything from core product functionality and training scenarios to software licensing queries.

You will need to combine excellent customer service with great organisational skills and enthusiasm, be an enthusiastic team player, work hard, push the boundaries and take responsibility to delight our customers. You will be given opportunities to learn new skills.

• Providing multi-channel support and advice to resolve customer queries via phone, email and online chat.
• Investigating and troubleshooting issues across a variety of software products.
• Setting up screen share sessions in order to troubleshoot more complex issues.
• Logging all interactions using our Salesforce Cloud CRM system.
• Gaining detailed knowledge of our products, brand and customer base.
• Working in a highly collaborative team to find solutions to customer queries.
• Proactively maintain a high degree of expertise across our products.
• Communicating effectively with colleagues and customers across the business.
• Participating in adding to our substantial learning resources to allow customers to self‑serve.
• Collaborating with the wider team on additional project work as the opportunities arise.
• Providing exceptional customer service to our customers, ensuring that they feel happy and satisfied.

• Previous customer support/service experience, ideally in software support.
• Good computer skills, with an analytical and organised approach to problem solving.
• Passionate about delivering excellent customer service.
• Exhibit self‑motivation, efficiency and team working.
• Strong numerical, written and oral communication skills.
• Ability to interact positively with customers at all levels.
• Fine attention to detail and good time‑management skills.
• Enjoy working within a busy department, actively contributing to ideas and initiatives to grow and meet their goals.
• Inquisitive and proactive – showing an appetite to problem‑solve, capable of working both independently and as part of a team.
• Show aptitude for learning and developing new skills.
• Comfortable working across teams in different locations.
• Prepared to travel within the UK to visit our other offices, attend events and carry out customer training as required.
• Demonstrate commercial awareness, with excellent listening skills when engaging with our customers to fully understand their needs and wants.

This is a full-time, hybrid role. There may be an opportunity for remote working for exceptional candidates.

We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities during the recruitment process.