Job Description
Our global mission statement:
All candidates should make sure to read the following job description and information carefully before applying.
From the side project of an entrepreneurial university student to an award-winning global company, Commusoft continues to evolve and have a positive impact in the field service software market. Since 2006, we've not only transformed our own services and offerings, but we've transformed the business operations of thousands of service companies who rely on our software every day.
Our dedication to being a positive presence stretches far and wide, underpinning the entire journey that Commusoft employees take our clients on. Starting with making sure we only sell to businesses that can benefit from our solutions, to comprehensively supporting clients from day one, and always being open and transparent with our community - these commitments ensure sustainable growth for our clients and Commusoft alike. And none of it is possible without our hardworking and forward-thinking team.
Our department mission statement:
Our international Client Success team consists of two intra-departments: Support and Training. Our goal is to provide guidance to our clients, so they can get the most out of the product they've invested in. We measure client happiness and engagement via an NPS score and Zendesk feedback system, while our online reviews often mention support as a big reason why Commusoft is a good product.
This position sits in our Support team. Our approach to providing support is focused on creating long-lasting relationships with our clients. Success for us is striking a balance between client happiness and good team dynamics. We make both the wins and the occasional miss feel like a positive learning experience.
Our diversity statement:
Our clients come from all walks of life and so do we. We draw upon our talented and diverse team of different cultures, backgrounds, and life experiences to ensure the success of our business. We have a 'culture-add' mindset rather than 'culture-fit' when it comes to our hiring process and we intend to genuinely drive transformational change when it comes to diversity, inclusion and belonging. If you're eager to take clients on a journey and help transform field service businesses for the better, you'll be at home at Commusoft.
What you'll do:
Manage: You'll log support queries via phone and email and manage queries, actions and updates using ticketing software for English and German customers
Drive: You'll drive customer service best practices and show a genuine interest in understanding and resolving client issues. Create knowledge base articles and record webinars in English and German promoting new features and workflows to support clients through self-service.
Educate: Be proactive when dealing with clients and take ownership of finding solutions to their needs, including providing training and advice
Collaborate: Escalate queries to technical and product teams, and collaborate with them to ensure a speedy and accurate resolution.
Requirements
Your qualities:
Generous: You give your best energy and ideas to continuously improve your client and internal relationships
Exceptional: You're committed to showing up each day as the best version of yourself as well as being the best customer service advocate you can be
Open: To new ways of working, learning and creating the best possible environment for you, your clients and your team members
German: You have native or fluent German language skills in speaking, listening, reading and writing
Excellent communication: With clients and colleagues across the globe, it's important to have excellent verbal and written skills and show interest and empathy in the people you interact with
Technology enthusiast: You're proficient using Windows and Mac and like working with the latest software tools including Google Apps for Business, Zendesk, Teamviewer and Loom
Client support expert: You've worked in a similar software product support role
Benefits
We have a Junior Support role and the salary offer is £22-25,000 p/a
We also have a Mid-Senior Support role and the salary offer is up to £28,000 p/a
The other elements of your compensation include: 23 days off + UK bank holidays, £50 monthly gym contribution, pension contribution, breakfast and snacks provided at our brand new modern workspace next to Elephant & Castle underground station. And you'd probably like to know that we have a hybrid working model (10 days a month in the office, the rest is remote).