Customer Success Executive - Development Company

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Job description

One of the Proptech industry's top 3 websites and software providers based in London is looking for an experienced customer support executive to join their team in Putney, SW15. They pride themselves on providing a positive, friendly work environment for their staff to strive and grow alongside the business.

You will be answering client emails, calls and tickets to support clients with support & technical issues with their software. This will either be solved initially or escalated to the development team to fix. You would be expected to keep customers informed at all stages, ensuring the customer has a positive experience.

For any common or frequently asked enquiries, you would be expected to write and collate help guides, articles & videos for future use. Proactively enabling their customers and expanding their knowledge base, rather than only dealing with inbound queries.

You would also be responsible for setting up the export of property data from the database to third party suppliers such as Rightmove, Zoopla and On The Market (among others) Additionally responsible for setting up and supporting the internal PC networks of the company.

Finally, you would have some responsibility for setting up the imports of property data from third party software providers into the database for all new website projects. Liaising with the Project Manager, you would be a key person in helping to set up new client website builds and customer projects, although this would form a secondary part to the role.

Benefits:

£20,000-£22,000/year dependent on experience
Flexible and home working options
Employee Pension Scheme
28 Days holiday (including Bank Holidays)
Additional Paid Christmas Leave (between Christmas & the New Year)
Additional holiday accrued for years working at the company

Key Responsibilities:

Point of contact for incoming support tickets (raised through phone & email)
Respond to all queries in a timely and professional manner
Log and manage all support tickets within Salesforce
Perform ticket triage to perform a first-time fix, or escalate to the correct member of staff as necessary
Constantly seek to improve by reducing repeat tickets and recognising key issues
Establish and maintain high levels of process documentation relevant to the role
Create and maintain strong customer relationships
Setup imports of property data as part of new website build projects
Liaise with the customer to ensure the property data displaying online is to their required specification

Skills and Qualifications:

Candidates must have experience in working on a support desk, and a keen interest in IT and software
Any experience with databases and the import and export of data is preferred
Candidates must have experience with dealing with customers, a good phone manner and be proactive in dealing with customer issues
Experience with Outlook and the Microsoft suite is essential
Experience of Salesforce and a Project Management software such as Jeera or Wrike is advantageous, but not essential
Experience in a helpdesk/service desk environment, working to SLA's and using "trouble-ticket" applications would be beneficial
Excellent Office 365 skills
Excellent Office Application skills (ie: Word/Excel/Powerpoint/Outlook)
Excellent and demonstrable written and verbal communication skills
Proven customer service skills
Ability to work under pressure
Excellent customer facing skills
Ability to efficiently multitask
Quick learner and self-starter
Team player
Great interaction skills

Sounds interesting? Click APPLY to send your CV for immediate consideration.

Candidates with previous job titles and experience including; Customer Success Representative, IT Support Consultant, Customer Success Executive, 1st Line Support Technician, Application Support Technician, IT Support Engineer, Client Service Executive, 2nd Line IT Support Engineer, Second Line, macOS, 1st Line IT Support Engineer, Customer Service Executive, Technical Support Analyst, First Line may also be considered for this role.

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