Job Description:
Cusotmer Support Executive
Kahootz are a leading provider of secure collaboration software as a service to a range of clients in the central government, healthcare and defence domains. The software is cloud-based and designed to help teams improve their efficiency through closer collaboration, enabled by a comprehensive toolset include file sharing, discussions forums and dynamic databases.
The service sits at the core of a number of nationally significant, but classified, defence programmes and was instrumental in supporting the rapid reaction to the COVID pandemic in the NHS.
POSITION:
We are seeking a proactive and organised Support and Professional Services Executive to join our dynamic team. In this role, you will provide vital support to our customer support and professional services teams, ensuring efficient operations and outstanding service delivery to our clients. You will play a crucial role by collaborating across the technical, commercial, and support areas of the organisation, streamlining workflows, enhancing communication, and fostering a positive workplace culture that empowers the team to deliver excellence.
KEY OBJECTIVES:
Ensure Timely Resolution of Support Tickets: Respond to customer queries and issues efficiently, ensuring all support tickets are addressed within the agreed service-level timelines to maintain high customer satisfaction.
Enhance Customer Onboarding and Training: Assist in onboarding new customers by providing clear, comprehensive product training materials, documentation and support, helping them to fully utilise the platform's features.
Maintain Accurate Records of Customer Interactions: Keep detailed and accurate records of all customer interactions, feedback, and troubleshooting efforts, ensuring data integrity and providing insights for process improvements.
Support Continuous Improvement of Customer Experience: Collaborate with the product and technical teams to report recurring issues, identify areas for platform improvement, and contribute ideas for enhancing the overall customer support experience.
JOB RESPONSIBILITIES:
Customer Assistance
Respond to Customer Inquiries: Provide prompt, clear, and accurate responses to customer queries via email, phone, or chat, ensuring their issues are resolved quickly.
Troubleshoot Basic Issues: Diagnose and resolve common technical problems by guiding customers through troubleshooting steps or escalating complex issues to the technical support team when necessary.
Deliver Product Training: Assist in delivering training sessions or creating resources for customers to help them maximise the benefits of the Kahootz platform.
Process Management
Manage Support Tickets: Track, prioritise, and manage incoming support tickets, ensuring they are resolved within the service level agreements (SLAs) and properly documented.
Maintain Customer Documentation: Update and maintain accurate records of customer interactions, issues, and feedback in the customer support system.
Monitor and Report System Performance: Regularly monitor the platform for performance issues and report any anomalies or recurring problems to the relevant teams.
Collaboration & Improvement
Liaise with Internal Teams: Work closely with the technical, product, and development teams to ensure customer feedback is considered in platform updates and feature development.
Contribute to Support Process Improvements: Suggest and implement improvements to support processes, workflows, or customer communication based on ongoing feedback and data analysis.
Support Continuous Learning: Stay updated on platform developments, new features, and industry trends to ensure you provide accurate, up-to-date support to customers and internal teams.
JOB QUALIFICATIONS & EXPERIENCE:
Technical Training: Basic knowledge of cloud-based platforms or software applications, with additional training on the Kahootz platform provided.
Customer Service Certification (Optional): Certifications like ITIL, or any other relevant customer support or helpdesk training would be advantageous.
Strong Communication Skills: Demonstrable proficiency in written and verbal communication, including clear and concise documentation.
Problem-Solving Skills: Formal training or a demonstrated aptitude for troubleshooting and resolving issues efficiently.
Customer Support Experience: Previous experience in a customer-facing support role, ideally within a SaaS or tech environment.
Helpdesk/Ticketing Systems: Hands-on experience using helpdesk or ticketing systems like Zendesk, Freshdesk, or similar platforms.
Basic Technical Knowledge: Familiarity with troubleshooting common software issues and working knowledge of cloud platforms or web-based applications.
Multitasking in Fast-Paced Environments: Experience handling multiple customer inquiries simultaneously, prioritising tasks based on urgency and impact.
Experience Working in Cross-Functional Teams: Previous experience working collaboratively with internal teams, such as product or technical support, to resolve customer issues.
BENEFITS
Life Assurance 4x base salary
Vitality Private Health Insurance
Medical Health Insurance
Cashplan
Personal Travel Insurance
Cycle to Work scheme
Electric/Hybrid Vehicle scheme
Discounted gym membership
My Premier Benefits (discounted high street retailers)
ENHANCED BENEFITS
25 days annual leave
10 days rolling sick plan, including extended illness pay
Pension 5% EE and 4% ER (increases after 3 years to a max of 6%)
MUCH MORE THAN A BENEFIT
Career progression and individual career path support
Internal Learning & Development programmes
Annual awards ceremony and Company event (JABAs)
Employee Assistance Program (EAP) and Mental Health First Aiders to support you
Refer a friend scheme – up to £4,000 for each successful referral
Join communities and collaborate with your colleagues through our internal networking events
OUR DEIB COMMITMENT
Our people define us and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated!
FLEX WORKS CULTURE
Here at Jonas Software UK & Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees’ wellbeing and helps to provide great places to work.
For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours.
Many of our employees work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.
For this role we are open to discussing the possibility of reduced hours, remote working, flexible start and finish times, or compressed hours.
Business Unit:
Kahootz
Scheduled Weekly Hours:
37.5
Number of Openings Available:
1
Worker Type:
Regular
Career Site:
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
IS THIS YOU?
