Job Description

A LITTLE INFORMATION ABOUT US!

Foods Connected is an award winning cloud based software platform that helps retailers and food companies across the world manage their supply chain, quality control and trading and planning management. Our software solutions are currently utilised by 10 of the largest food retailers in the world. As a team, we provide tools that help our customers manage their processes in a fast and efficient way and provide real-time visibility and reporting on what is happening in their business.



At Foods Connected, we recognise that our employees are our most important asset and we value creating a great working environment to ensure our team enjoy coming into the office every day working together and solving problems for our customers. Whether we are in the middle of a fast and intense development sprint, on a Teams call discussing our project statuses or enjoying a game of ping-pong or pool in the office, it is important to us that our employees are happy and delivering the best possible result for our customers.



We're always keen to welcome talented individuals to join our expanding team in Northern Ireland. So if you're driven, with a passion for developing simple software solutions, creating great user experiences, designing scalable solutions for real business challenges and ensuring customer happiness then we're looking for you!

IS THIS SOMETHING THAT INTERESTS YOU?

The Foods Connected Customer Support Executive, plays a pivotal role in ensuring our customers maximize the value of our platform. You will act as the primary point of contact, guiding customers with first line technical ongoing support, and providing insights on how to optimise their experience. You will deliver efficient support through leveraging industry-leading tools such as HubSpot, Jira and other internal collaboration platforms to manage customer relationships, track interactions, and deliver efficient support. A key to success in this role is strong communication skills internally and externally as well as building Foods Connected system knowledge.

RESPONSIBILITIES:

Build an in depth understanding of Foods Connected product offerings across Food Quality & Technical and Procurement and Protein Optimisation offerings. Internal Training documentation and SMEs will support this journey. Offer prompt and proactive support to customers and their suppliers using systems like HubSpot, ensuring efficient case management and issue resolution. Track customer interactions, and potential issues using CRM tools, ensuring transparency and accurate record-keeping. Work closely with other members of Customer Success, and development teams to ensure customers' needs are met and products are aligned with customer feedback. Take appropriate steps to escalate issues when needed to second or third line and continue to monitor this progress for the customer and communicate effectively. Support customers when required through the onboarding process, ensuring a smooth transition onto the Foods Connected platform in collaboration with other assigned Customer Success team members. Gather and analyse customer feedback to inform product improvements and updates. Monitor and report on customer health metrics using our CRM platform HubSpot to ensure high satisfaction. Provide clients with regular updates on their usage, highlighting key insights and areas for further optimisation. Effective time management skills with the ability to manage multiple client and priorities effectively. Become comfortable using technology platforms and able to quickly learn new software. As Foods Connected expands our product offerings across other industries such as Racing and Clothing.

EXPERIENCE AND QUALIFICATIONS:

To perform this job successfully, the Customer Support Executive should have experience with:



Qualifications


Bachelor's degree in related field and 2 years relevant experience; or equivalent combination of education and experience.

Preferred Qualifications


2+ years' experience in a role offering first line technical support.




Technical Skills:



To perform this job successfully, the Customer Success Executive should have experience with:


Microsoft: 365 Suite (Excel, PowerPoint, etc.) Hands-on experience using customer success or CRM tools like HubSpot, Zendesk, or similar platforms for managing customer relationships, support cases, and reporting e.g. Jira or similar.

BENEFITS:

Competitive Base Salary Clear Career Progression Generous Holiday Package - 25 Days + 10 Public Holidays Secure Company Hardware * Employee Wellness Program and Classes