Customer Support Executive

November 9

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Jonas Software

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Enterprise Management Software • Club Management Software • Construction Software • Leisure Fitness & Sports • Attractions

1001 - 5000

Description

• Provide vital support to customer support and professional services teams • Respond to customer queries and issues efficiently, ensuring timely resolution of support tickets • Assist in onboarding new customers by providing comprehensive product training materials • Keep detailed and accurate records of all customer interactions • Collaborate with product and technical teams to report recurring issues and suggest improvements

Requirements

• Basic knowledge of cloud-based platforms or software applications, with additional training on the Kahootz platform provided • Certifications like ITIL, or any other relevant customer support or helpdesk training would be advantageous • Demonstrable proficiency in written and verbal communication, including clear and concise documentation • Formal training or a demonstrated aptitude for troubleshooting and resolving issues efficiently • Previous experience in a customer-facing support role, ideally within a SaaS or tech environment • Hands-on experience using helpdesk or ticketing systems like Zendesk, Freshdesk, or similar platforms • Familiarity with troubleshooting common software issues and working knowledge of cloud platforms or web-based applications • Experience handling multiple customer inquiries simultaneously, prioritising tasks based on urgency and impact • Previous experience working collaboratively with internal teams, such as product or technical support, to resolve customer issues

Benefits

• Life Assurance 4x base salary • Vitality Private Health Insurance • Medical Health Insurance • Cashplan • Personal Travel Insurance • Cycle to Work scheme • Electric/Hybrid Vehicle scheme • Discounted gym membership • My Premier Benefits (discounted high street retailers) • 25 days annual leave • 10 days rolling sick plan, including extended illness pay • Pension 5% EE and 4% ER (increases after 3 years to a max of 6%) • Career progression and individual career path support • Internal Learning & Development programmes • Annual awards ceremony and Company event (JABAs) • Employee Assistance Program (EAP) and Mental Health First Aiders to support you • Refer a friend scheme – up to £4,000 for each successful referral • Join communities and collaborate with your colleagues through our internal networking events