Customer Support Executive

The role demands a strong expertise in SaaS (Software as a Service) products and technical support, combined with a passion for delivering world-class service. The primary focus is on resolving customer issues promptly while consistently achieving exceptional levels of customer satisfaction.

Delivering an outstanding customer experience is central to this role. It requires high emotional intelligence and empathy to fully understand and address customer needs. The ability to triage requests, manage multiple tasks effectively, and collaborate seamlessly with teams is essential for ensuring consistently excellent customer outcomes.

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  Customer Issue Resolution and Escalation:

• Taking ownership of both simple and complex customer issues, using probing questions to diagnose problems accurately.
• Resolving issues independently where possible, offering expert solutions and ensuring timely resolution.
• Providing support across both employers and locums, recognising increased service levels for LAL Pro and LAL Unlimited Premium customers.
• Escalating issues when necessary, such as when they are severe or urgent, cannot be resolved at first-line support, or require assistance from other teams.

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  Technical and Product Support Expertise:

• Advanced troubleshooting skills
• Collaborating effectively with cross-functional teams to address complex technical challenges and ensuring customer satisfaction.
• Staying updated on industry trends and product advancements, continuously expanding technical knowledge to deliver optimal support.

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  Customer Engagement and Advocacy:
• • Cultivating strong relationships with customers, acting as a trusted advisor and advocate for their needs.
  • Proactively communicating with customers to provide updates, gathering feedback, and identifying areas for improvement.
  • Ensuring timely and effective resolution of customer inquiries, exceeding service level agreements and quality standards.

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  Process Optimisation and Improvement:

• Taking the initiative to identify opportunities for streamlining and optimising our support processes, implementing best practices to enhance efficiency.
• Analysing support metrics and performance data to identify trends and root causes, proposing solutions for continuous improvement.
• Collaborating with stakeholders to implement initiatives aimed at enhancing the overall customer support experience.

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  Self-Leadership and Taking Responsibility:
• • Taking ownership of your personal growth and development, proactively seeking opportunities to enhance skills and knowledge.
  • Demonstrating accountability for individual performance, striving to exceed expectations and consistently deliver high-quality support.
  • Setting personal goals aligned with organisational objectives, monitoring progress and adjusting strategies as needed to achieve desired outcomes.
  • Upholding personal integrity and professionalism in all interactions, serving as a role model for service excellence.

Key Requirements:

• Available to work shifts between the hours of 07:00-21:00 Monday to Friday as well as weekend and public holiday support 07:00-15:30 on a rota basis.
• Tier 1 technical support experience ideally within SaaS.
• Experience with multi-channel customer support - phone, email and chat.
• Strong customer facing skills, with a proven experience in achieving high customer satisfaction.
• Advanced technical proficiency in troubleshooting software applications and system integrations including knowledge of JIRA, Atlassian and Confluence.
• Experience with ticketing systems, CRM software, and other support tools e.g. Intercom, ZenDesk or similar.
• Ability to thrive in a fast-paced, dynamic environment and adapt to evolving priorities.

• Relevant certifications (e.g., ITIL, CompTIA, Salesforce) preferred but not required.