Technical Customer Support Exec. (B2B SaaS) Full Time

Company Description

VoucherCart is a market-leading cloud-based sales platform that empowers businesses across various sectors, including hospitality, retail, leisure, and health and wellness, to effectively sell their products and services as vouchers, gift cards, memberships, and tickets.

Operating globally, VoucherCart provides cutting-edge technology alongside expert consultancy to help clients maximize revenue through customer acquisition and retention strategies. By leveraging VoucherCart, businesses experience enhanced sales and profitability across all digital channels while maintaining full control over their offerings.

Role Description

This is a full-time, on-site role based in Edinburgh for a Technical Customer Support Executive. The role involves providing exceptional customer support to clients, ensuring technical issues are resolved efficiently, and assisting with inquiries related to the platform. Responsibilities include offering online support, achieving customer satisfaction, troubleshooting technical problems, and delivering an excellent overall customer service experience. The Technical Customer Support Executive will act as a key point of contact to help clients maximize the value they gain from VoucherCart’s technology.

You will carry out screen recordings and create documentation of key functions of the VoucherCart SaaS platform (explainers and guides) and work alongside marketing and video production to create and maintain a structured help forum and Academy suite of videos and help files.

You will have an analytical, problem-solving mindset, and work across the product and development team to specify new features and improve existing ones based on identified customer needs.

Qualifications

• Experience in Customer Support and a strong focus on maintaining Customer Satisfaction
• Proficiency in Online Support and Customer Service operations
• Knowledge of Technical Support processes and ability to troubleshoot effectively
• Excellent problem-solving, communication, and interpersonal skills
• An understanding of B2B SaaS platforms and related technologies is an advantage
• Ability to work collaboratively within a team and provide timely solutions
• Flexibility and adaptability in addressing client needs and software-related concerns
• Relevant qualifications or certifications in IT, customer service, or a related field are a plus
• Working with API on 3rd Party System integrations.
• Completion of testing and reporting on newly released features.

The role requires:

• Excellent English writing and communication skills, with an aptitude for taking technical language and making it understandable.
• A passion for solving problems and proposing elegant solutions.
• Development of deep platform functional knowledge.
• An ability to learn and adapt so that you can help teach others.
• Patience, grace, and a sense of humour.
• Representing the voice of the customer to provide input into every core product, marketing, and sales process.
• Close collaboration with team members supporting renewals, upgrades, and up-sell opportunities.

You will work with and ideally have experience with some or all of the following technologies:

• Intercom
• Atlassian Jira
• GSuite
• Snagit or Camtasia
• Zoom, Chime, Google Meet
• Typeform

You will perform business functions as required from time to time, including, but not limited to:

• Providing daily support to customers via online chat (Intercom) 
• Acting as the main point of contact between the company and a number of named enterprise accounts providing onboarding of new customers, the training of platform end users, as well as post-go-live support.
• Understanding customer outcomes by communicating with customers, analyzing customer health metrics, performance, and gathering other feedback via Intercom and Typeform or Hotjar.
• Creation of Tasks and Epics in Altassian Jira.
• Collaborating with the engineering and development team to configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.
• Reporting on customer/platform engagement, and providing feedback to the other teams regarding product and service improvements.
• Providing insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.

What makes you the right fit for this role:

• Computer Science, Information Systems, IT-related qualification/background at Degree level or higher.
• Self-motivated, proactive team player
• Training and coaching ability. Helping educate our customers is the key to their and our success
• Strong communication and interpersonal skills
• Experience in professional services, or technical consulting roles. (SaaS experience preferred)
• Familiarity with any CRM platforms & their data structure
• Familiarity with Intercom, Slack and Atlassian Jira/Confluence

Priority will be given to applicants who have experience with and/or awareness of:

• Direct experience in a support role handling, prioritising and escalating support tickets
• Enterprise application development and/or API integrations
• SQL
• EPOS Systems, Payment Gateways, and e-commerce platforms (Shopify, Woocommerce, Magento etc)
• Development and troubleshooting with JavaScript
• Coding
• API’s and Webhooks

Remuneration:

Basic Salary: £25-30K /Yr (Depending on experience)

Workplace Pension Scheme

Working Hours

Mon-Fri (Full-Time) 09.30 – 17.30.

Location

VoucherCart Ltd, Edinburgh Futures Institute, Lauriston Place, Edinburgh, UK

How to Apply

Please send all applications with your CV, and if you can – a short Video CV telling us about you and your suitability for the role (Approx. 90-120 seconds) to jobs@vouchercart.com.