Job Description: THE GLADSTONE WAY It's not WHAT we do, it's WHY we do it At Gladstone, our purpose is a simple one - we’re here to make the UK fitter and healthier. We are a leading provider of software solutions in the health and leisure sector, dedicated to empowering gym operators to enhance their services and deliver exceptional experiences to their clients. We do that though innovating and developing end to end technology solutions so they can support more of their customers be more active, more often. Great People This philosophy would not be possible without a team of great people. We’re constantly looking for the best talent to join Gladstone but as important, we also champion growth from within and create and environment for individuals to challenge themselves to grow, seize opportunities and develop further than they may have thought possible. We constantly invest in our awesome talent as the future leaders of our business and industry. We’re big enough to make a huge impact in the market, but small enough that our people have the freedom to experiment, collaborate easily with other teams and ultimately be brave enough to try new ways of working that make your work, and environment better prioritising things that make it easier for our customers and our organisation commercially stronger. Constantly Challenging We are the Thought Leader for the market. Challenging norms and perceptions to ensure we remain at and often define the cutting edge of technology within the industry. We pride ourselves on being innovative with our software and solutions to influence and drive the changing industry needs. Win-Win We have a solutions and service focus that enables our customers to achieve their goals. By supporting our customers in growing revenues, introducing customer centric and seamless processes, reducing overheads and driving participation – they will deliver their business outcomes and we will secure our status as a key strategic partner and ensure we remain an irreplaceable asset for their organisation. POSITION Gladstone is a highly commercially focused and customer obsessed organisation and this is an exciting position that plays right at the heart of that. We are seeking a motivated and detail-oriented Customer Service Agent to join our software support desk. In this role, you will be the first point of contact for gym operators, providing them with technical assistance and support to effectively use our software. Your goal will be to ensure seamless operations and to help enhance customer service delivery to end users. You will be responsible for: Being the vital first point of contact for our customers who have questions or need help through multiple channels (telephone / portal / webchat). Respond to enquiries from gym operators regarding software usage, troubleshooting issues, and providing solutions. Triage technical software information and resolve issues efficiently - Collecting as much information as possible from the customer so that you can understand their query / issue and use your knowledge and exceptional customer service skills. Providing “hands on” software maintenance and support to our customers across the Gladstone Software product range (training will be provided). This will be reactive and proactive support. True case / customer ownership - owning the customer query until it is resolved and keeping the customer informed throughout. Consideration of proactive actions to reduce and/or eliminate future customer cases at any opportunity Meeting our SLA’s and other KPI’s (centred around quality, value, satisfaction and speed) Educate users on software features and best practices to maximise its potential. Collaborate with team members to identify recurring issues and contribute to knowledge base documentation. Gather feedback from users to help improve software functionality and user experience. Using your exceptional written and verbal communication skills to keep customers informed on anything you are progressing on their behalf. Identifying opportunities to enhance customer experience and turn dissatisfied customers into happy customers Maintaining remote access/support documents and customer records accurately Driving your own development so your knowledge is always up to date to support our customers. Contributing to the collation of reports or management information Feeding new ideas and features for our software into our R&D department and identify knowledgebase article candidates that can go live to support our customers. Contributing fully to best practice and continuous improvement activities that make our service better for our customers and more efficient for our business. Identifying customer needs and maximising sales opportunities (passing on leads to our account management team) Business Unit: Gladstone Software Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular Company Site: http://www.gladstonesoftware.co.uk More About Jonas Software: Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain. Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service. Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60. Is This You ?