Job Description

Reports To: Customer Success Manager

Company Overview: Snapfix is a leading maintenance management platform designed to streamline operations and work orders for businesses of all sizes. Our innovative solution helps organisations efficiently manage their maintenance tasks, improve productivity, and ensure seamless communication across teams. We are dedicated to providing overwhelming service and support to our clients, helping them achieve operational excellence.

Job Summary: We are seeking a proactive and dedicated Customer Support Executive to join our team. The ideal candidate will have a passion for technology and customer service, and will be responsible for providing exceptional support to our clients. This role involves troubleshooting technical issues, answering product-related inquiries, setting up customer accounts and ensuring a positive user experience for all Snapfix customers.

Key Responsibilities:

Customer Support:

• Respond to customer inquiries via email, phone, and live chat in a timely and professional manner.
• Resolve customer issues efficiently, providing step-by-step guidance and solutions.
• Assist customers in navigating and utilising the Snapfix platform effectively.
• Support CSM with customer setups and onboardings.

Technical Troubleshooting:

• Diagnose and troubleshoot technical issues reported by customers.
• Collaborate with the technical team to escalate and resolve complex problems.
• Document and track issues and resolutions in the customer support system.

Product Knowledge:

• Maintain an in-depth understanding of the Snapfix platform and its features.
• Stay updated on new product releases, updates, and changes.
• Provide customers with accurate information and training on platform functionalities.

Feedback and Improvement:

• Collect and relay customer feedback to the product development team.
• Contribute to the continuous improvement of support processes and procedures.
• Identify trends and common issues to proactively address potential problems.

Documentation:

• Create and update support documentation, FAQs, and knowledge base articles.

Qualifications:

Education:

• Bachelor's degree or higher

Experience:

• Proven experience in a customer support or technical support role, preferably in a tech or SaaS company.
• Experience with maintenance management platforms or similar software is a plus.

Skills:

• Excellent communication skills, both written and verbal
• Strong problem-solving abilities and attention to detail
• Technical aptitude and the ability to learn new software quickly
• Customer-focused mindset with a commitment to providing high-quality support
• Ability to multitask, prioritise, and manage time effectively
• Familiarity with support ticketing systems and CRM software
• Comfortable working in a fast-paced and dynamic environment

What We Offer:

• Competitive salary
• Opportunities for professional growth and development
• A collaborative and supportive work environment
• The chance to be part of an innovative company making a significant impact in the industry

How to Apply: Interested candidates should submit their resume and cover letter detailing their relevant experience and why they are a good fit for this role to

Snapfix is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?75,000.00 per month

Benefits:

• Flexible schedule
• Paid sick time

Schedule:

• UK shift

Education:

• Bachelor's (Required)

Experience:

• total work: 3 years (Preferred)
• Customer service: 2 years (Preferred)

Language:

• English (Required)

Work Location: In person