Customer Support Representative

About Propeller Studios

Propeller Studios Limited is a well-established SaaS company based in Hitchin, Hertfordshire. Since our founding in 2001, we have consistently delivered innovative business operations and document management solutions. Our software products and applications, particularly within the construction sector, are renowned for driving efficiency and productivity. As we continue to expand, we are seeking a motivated and customer-focused individual to join our team as a Customer Support Representative.

Position Overview: As a Customer Support Representative, you will be an integral part of our team, helping to ensure our clients achieve success with our products and services. You will work closely with our experienced Customer Service team, gaining the skills and knowledge needed to provide exceptional support and guidance to our valued clients. This position offers a fantastic opportunity to launch your career in customer services within a dynamic and innovative environment.

Key Responsibilities:

• Customer Onboarding: Facilitate the onboarding process for new clients, including conducting product demonstrations and guiding them through setup.
• Customer Support: Provide prompt and professional responses to customer inquiries via email, phone, live chat, and social media, aiming for first-contact resolution.
• Cross-Functional Collaboration: Work with Sales, Product Development, and Marketing teams to advocate for customer needs and contribute to product enhancements.
• Enhancing Satisfaction: Identify opportunities to boost customer satisfaction and loyalty through personalised support and strategic guidance.
• Resource Development: Contribute to the creation of educational materials, such as tutorials and user guides, to help customers maximize the value of our products.
• Feedback Collection: Gather and document customer feedback to inform product improvements. Report recurring issues and suggestions to relevant teams.

Qualifications:

• A strong passion for delivering exceptional customer service and building meaningful client relationships.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and a proactive approach to addressing customer needs.
• Ability to work effectively both independently and within a team.
• High attention to detail and excellent organisational skills.
• Proficiency in basic computer applications, such as Microsoft Office.
• Previous experience in customer service or a related field.

Requirements:

• Bachelor’s degree in Business, Information Systems, or a related field is preferred.
• Experience in Customer Services within the SaaS sector.
• Familiarity with CRM tools and customer success platforms is a plus.
• Experience in managing people is also advantageous.
• Experience in construction industry.

What We Offer:

• Competitive Salary: £40,000 - £50,000 per year, with performance-based incentives.
• Career Growth: Opportunities for professional development and advancement.
• Company Pension scheme

Job Type:

• Type: Full-time, Permanent, largely in office.