Customer Support Advisor

We are looking for a talented Customer Success Advisor with a strong customer focus to join a growing Customer Success team, working remotely from home and at the office in Cowbridge, South Wales.  This vacancy will be temporary to start with the possibility of going permanent.

​The role

As a customer support adviser, you will:

• Be a champion for our growing customer base
• Communicate with our customers (email, phone, live chat, video link, etc)

• Respond to customer support queries

• Investigate problems through to resolution

• Become an expert on our products and be able to demonstrate these to customers

• Assist customers in the interpretation of their school data e.g. attendance data, target setting, self evaluation and tracking

• Help customers identify training needs and link to available training and resources

• Understand the customer journey

• Use customer data to inform and identify best practice and engagement

• Help in other areas of the business where and when needed

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Skills, knowledge & experience

​Essential:

• A clear and confident communicator, verbally and in written/presentation form

• Enjoy a challenge – a competent and proactive problem solver

• Ability to work as a team player, both remotely and in an office environment. You will be required to collaborate within the Customer

• Support Team and with other areas of the business

• Enjoy working in a fast paced environment

• Attention to detail

​Desirable:

• Experience in a customer/client facing role

• Experience of working with Salesforce or equivalent CRM system

• Experience of working for a SaaS company

• Experience of technical trouble shooting

• An interest in exploring and interpreting data sources

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Perks & Benefits

Should this position become a permanent role, we offer:

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• A generous pension scheme

• Birthday leave

• 4.5 day working week

• Employee Assistance Programme system supporting employees wellbeing

• Private Healthcare Insurance, including virtual GP access 24/7

• Income Protection Scheme

• Life Assurance Scheme

• Cycle to Work Scheme

• Electric Vehicle Lease Scheme

• Enhanced Maternity and Paternity Pay

• Regular Social Events

• Flexible working, including term time only positions

• 38 days annual leave (increasing with length of service), inclusive of Bank Holidays and our company shutdown period over Christmas and New Year

• Our ‘Lunch and Learn’ programme to provide insight into company hot topics with free pizza

• Personal development opportunities with a dedicated training budget

• Dog friendly offices

• Free office refreshments (fresh fruit, biscuits, tea & coffee)

• Free all day parking within walking distance of the office (excluding our London office)
• £11.50 per hour