1st Line Support Analyst

Nurtur Ltd.; Derby; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A dynamic SaaS company in Derby seeks a Customer Success Representative to handle inbound queries and enhance customer experience. Key responsibilities include resolving queries, supporting new customer implementation, and achieving KPIs. The ideal candidate should possess exceptional customer service skills, SQL knowledge, and a proactive attitude. This office-based role transitions to a hybrid model post-probation and offers 25 days holiday plus health benefits.

Benefits

25 days holiday plus 8 bank holidays

Health Shield cash plan

Qualifications

• Strong desire to meet and exceed customer needs.
• Able to see tasks through to completion.
• Motivated and resilient attitude.
• Ability to prioritise workload effectively.

Responsibilities

• Dealing with incoming queries via phone, live chat and tickets.
• Ensuring all incoming items are resolved or escalated promptly.
• Taking ownership for any customer contact that requires action.
• Undertaking effective implementation of new customers.
• Logging any cases of identified Information Security breaches.
• Achieving daily, weekly and monthly KPIs.

Skills

Exceptional customer service skills

Experience of SQL

Experience with Azure data storage

Problem solving ability

Great communication skills

IT literacy

Organisational skills

Job description

Nurturis a diverse group of SaaS software brands focused on generating revenue, demonstrating ROI, utilising data to programmatically determine decisions, an industry leader in Insights and a champion of best practice and innovationwithin the sector. This enables our customers to automate manual processes and focus on their customers, which in turn increases their revenue and profitability.

Our Vision is to nurture, capitalise, and deliver return on investment for all users of our world class, data-driven ecosystem.

The opportunity

You will be the first point of contact for inbound customer technical queries, through telephone, email and live chat, spanning a full spectrum of questions and queries.

You will have a track record of great customer care and be passionate about putting the customer first and comfortable around a software product.

An ability to understand a customer’s query and identify next steps will take a patient and attentive nature.

You must be able to prioritise your workload to keep the cogs of BriefYourMarket.com turning; making sure issues are resolved in a timely manner to minimise any issues and downtime for the business and its customers.

Your relationship building skills are great and this is coupled with a clear communication style to both your internal and external customers.

Overall, the objective is to ensure our customers receive a friendly, helpful and swift response to their queries, enabling them to move forward with their usage of our system.

Responsibilities

• Dealing with incoming queries via phone, live chat and tickets in a professional and personable manner.
• Ensuring that all incoming items are resolved or escalated within the set Service Level Agreement timescales.
• Taking ownership for any customer contact that requires action, including providing clear messages to other team members as required.
• Undertaking the effective implementation of all new customers through configuration of the software modules to the customers requirement
• Ensure that all communication with our customers is always clear and accurate.
• Drive customer satisfaction responses to maintain positive results.
• Log any cases of identified Information Security breaches.
• Provide online support and coaching to enable our customers to use our system and products effectively and efficiently.
• Record in detail all issues that a customer raises and ensure these are managed through to completion with support from your line manager.
• Working actively within the Customer Success team to ensure that any reoccurring training needs have supporting materials on the ZenDesk home page.
• Being proactive when it comes to the product we offer and ensuring you are up to speed with any changes coming in.
• Achieving the KPIs set on a daily, weekly and monthly basis.
• Supporting other areas within the business to provide the best possible customer experience.
• Being proactive in your self-development and taking part in the Performance Management activities within the business.

About you

• Exceptional customer service skills: having the customer at the heart of everything you do.
• Some experience of SQL and Azure data storage would be advantageous
• Desire and drive to meet and exceed our customers’ needs.
• A strong sense of accountability; seeing tasks through to completion.
• Proven problem solving and troubleshooting ability
• Motivated and resilient attitude.
• Great communications skills.
• IT literacy.
• Great organisational and prioritisation skills.

This is an office based role working from our offices in Little Eaton, Derby, moving to a hybrid arrangement upon successful completion of probation,

Working hours are 9 am – 5.30 pm Monday to Friday

The successful applicant will receive and have access too:

• 25 days holiday plus the 8 bank holidays
• Health Shield cash plan to recoup the cost of services such as dentistry, opticians etc.