Customer Support Specialist (SaaS)

Salary: £18 - 24K

Location: Reigate 

Team: Support (Customer Experience)

Job Type: Full Time 

Direct Report: Support Manager

About Us 

Infinity is an advanced analytics and call tracking service. Since our launch in 2010, we’ve established ourselves as a market leader with an innovative and exciting product attracting a number of well-known brands.   

With annual revenues £7m+ and significantly growing, the firm is already hugely profitable with 800+ clients and employs 70+ people across London, Reigate, Baltimore & California USA and Spain. We see a huge potential in the cloud contact centre market and the convergence of the requirements of marketing, sales, service/support and operational teams.   

We are obsessed with cutting-edge technology and continuously finding ways to make our products even better. Success is part of our culture, we promote passion, team-working and fun! Our people share our company values (Impact, Working Smart and Daring/Fun/Positive Energy) which translates into our clients’ experience.

Profile of Role

Part of our wider Customer Experience department, our Support function is critical to ensuring customer satisfaction with our leading call intelligence platform.

This role will suit an individual who has an interest in technology and delivering an outstanding service to our customers. With allocated accounts to manage, the day to day duties will include regular installation audits, answering and escalating incoming calls and cases for customers; all of which you will be provided thorough training and support on to help you to succeed and grow in this role.

You will interface with many teams & individuals across the business. For example working closely with the Customer Success team to support on various customer engagements such as calls, as-well as other internal departments such as Product, Sales and Onboarding when needed.

The ideal candidate will be self-motivated, great with customers in building trusted relationships and eager to grow and develop within our Support Team and business. 

Our Support Team is also known as the breeding ground for our future talent for our business. If you are keen to go the extra mile and show your future potential, you can embark on a 18-24 month programme within our Support Team to progress into other roles within our business, such as a Customer Success or Sales. This role could be the perfect stepping stone to an exciting career in digital/technology.

About You 

• Preferably 2+ years of customer service experience in B2B software.
• A valued team member who upholds Infinity values and professional integrity.
• Proven experience in providing help desk support, customer service or account management.
• Knowledge of most standard desktop software applications e.g. excel, word, outlook etc.
• Experience with using Salesforce would be advantageous.

Knowledge, Skills & Experience 

• Customer focused individual who is self-motivated
• Ability to build strong trusted relationships
• Time management and prioritisation skills
• Ability to use own initiative and think ‘outside the box’
• Excellent telephone manner, with strong written and oral communication skills

Key Responsibilities

• Take full ownership of customers portfolios and have an in-depth knowledge of specific requirements to enable an accurate setup and configuration based on set objectives. Be accountable for all Support cases for your customers and be the first point of escalation should they require anything to be expedited.

• Quickly identify when you have exceeded your Customer Support Specalist remit and escalate to other appropriate teams, producing a detailed and structured handover. Interdepartmental communication needs to be clear, concise, with a professional and positive demeanor.

• Manage your time efficiently and prioritise numerous, complex support queries in a high-pressure environment. As well as managing day to day general workload and other support queues in accordance with departmental SLA’s. Always ensure deadlines are met and use initiative, keeping the business vision at the forefront of your decisions.

• Have broad commercial awareness and be mindful of the contract value for the customers you assist on a daily basis. Be responsible for the setup and accuracy of the billing for your accounts each month. 

• Be confident on the phone and able to engage with senior contacts within the client accounts. Ability to handle complex and challenging conversations.

• Be active in gaining constant positive feedback in forums, such as G2 Crowd, maintaining the company’s high Net Promoter Score. One of the team’s USP is our “very helpful and efficient Support Team”. This is an expectation we continue to fulfill and exceed on a daily basis.

• Keep all internal customer and document management systems up to date and ensure all daily activity is captured and recorded correctly, in-line with departmental processes. Suggest improvements where applicable and encourage a positive adoption of new processes to newer members of the team.

• Maintain an advanced level understanding of the Infinity portal interface and front-end configuration and be able to demonstrate this to both internal colleagues and customers.

• Carry out regular Portal audits for your portfolio of customers and report back to CSM’s where necessary. Document all updates and findings against each customer within Infinity’s internal systems.

• Attend offsite face-to-face meetings where required to help assist CSM’s and take onboard any operational actions for the customer. Always ensure full and comprehensive notes have been taken and documented within Infinity internal systems.

• Regularly assess key client information and keep up to date specifically in relation to the operation of the Portal. For example, any features, services or custom setup that we provide, that the business may need to be aware of, such as IVR’s, integrations, custom features etc.

• Represent the department at all times both onsite and offsite. Attend social events and company functions at every possible opportunity. Aspire to maintain the professional, knowledgeable, helpful and approachable reputation of the department.

• Provide additional ad hoc support to the Operations department as and when required, such as help writing training content, produce process documents etc.

Benefits you will enjoy

• 22 days holiday (increasing to 23 after 1 years’ service, and 24 after 2 years’ service)
• Private family healthcare
• Auto Enrolment pension savings
• Life Assurance x 4 salary
• Ride2Work Scheme
• Business handset (If required)
• Breakfast club
• Flexible working