Role Overview:
Zivio is a rapidly growing and ambitious Procure-tech startup. We are seeking a driven and professional Customer Support Specialist to deliver exceptional first-line support to our customers. You will play a crucial role in ensuring customers receive timely, accurate, and effective assistance while contributing to the overall success and growth of our customer-centric approach.
We're a fast-moving, scale-up tech business, so life is always busy and never boring! We now need someone with drive and initiative to provide a meaningful contribution to the team as we expand our business and continue to develop the product for our customers in the UK and overseas. If you are a natural problem-solver, have a knack for understanding customer needs, and take pride in delivering an outstanding service, this role is the perfect opportunity to make a meaningful impact.
Key Responsibilities:
* Provide first-line support to Zivio customers via our email ticketing system and telephone, ensuring timely resolution of queries.
* Troubleshoot and resolve customer issues by understanding their needs and using internal tools or escalating to the appropriate team when necessary.
* Document and update support processes, ensuring clear, accurate records of troubleshooting steps and resolutions.
* Develop a deep understanding of Zivio’s platform to guide customers effectively.
* Collaborate with the Implementation, Product, and Engineering teams to escalate and resolve complex issues.
* Identify and escalate recurring issues or product bugs to drive continuous improvement.
* Create and maintain user-friendly documentation, FAQs, and guides for customers.
* Proactively identify opportunities to enhance the customer experience and streamline support processes.
* Monitor and analyse support metrics to improve service delivery.
What We’re Looking For:
* Experience: 12 months+ in a customer support or similar role within a SaaS or technology-driven environment.
* Technical Skills: Comfortable troubleshooting technical issues; experience with SaaS products is a plus.
* Communication: Exceptional verbal and written communication skills, with a strong ability to simplify technical information for non-technical users.
* Customer-Centric Mindset: Passionate about delivering excellent customer experience and building strong relationships.
* Problem-Solving: Logical thinker who can analyse issues and identify root causes effectively.
* Adaptability: Thrives in a fast-paced, ever-evolving startup environment.
* Collaboration: A team player who is willing to go the extra mile to support customers and colleagues.
* Desirable: Familiarity with procurement or any Software as a Service technology.
Salary & Benefits:
* Competitive salary: up to 26k.
* Company pension scheme.
* Vibrant and friendly team culture with regular socials.
* 35 days holiday per year inclusive of bank holidays.
* Family-friendly work environment.
* £750 annual Learning and Development budget.
* Latest laptop provided.
* Support for going green with Electric Vehicle Salary Sacrifice and Cycle to Work schemes.
Work Location:
* Remote – must be based within South-East England with a willingness to travel to Brighton once a month for team gatherings.
We are an equal opportunities employer and welcome all applications. If you need any adjustments to support your application, please let us know.
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