Job Description

Collabit, a fast-growing tech start-up, is seeking a talented and versatile Customer Support & Success Representative to join our team. If you're a proactive and organised individual with a passion for supporting customers we want to hear from you!

About us

Collabit is a cutting edge software platform that is designed to optimise all processes within a business. We target niche industries and provide the best software solution to fit their needs. Collabit is designed bespoke for each industry as well as being competitively priced which gives us an advantage over all competition.

The Role

Collabit Software is expanding and looking for a motivated, professional and adaptable individual to join our team. This role sits at the heart of our customer experience function - providing first line support, managing incoming requests, and contributing to ongoing improvements for both customers and the wider business. The right person will be keen to develop deep product knowledge, work closely with clients, and grow into a Customer Success or Technical role over time.

Key Responsibilities:

Support & Ticket Management

Provide first line support via phone and email. Take full ownership of support tickets from initial triage through to resolution. Track, report on and manage ticket volume, age, status and priorities. Actively contribute to reducing ticket numbers by identifying root causes and improving processes.

Customer Communication & Experience

Keep customers updated throughout a structured support process. Maintain a professional, friendly and confident approach on every interaction. Handle difficult situations or complaints and follow the escalation process when required. Identify opportunities to gather customer reviews, case studies or marketing stories.

Continuous Improvement

Help develop training materials, guides and videos to speed up resolution times. Work with the team to identify software or workflow changes that reduce recurring issues. Follow established processes and contribute to ongoing improvements.

Product & Industry Knowledge

Learn Collabit to an expert level. Build a deep understanding of our clients, their industries and the challenges they face. Spot opportunities for account growth or upselling and pass qualified leads to the sales team.

Skills & Attributes

Professional, positive and customer centred. Strong communicator with excellent written English and confident verbal skills. Excellent phone manner with the ability to build rapport quickly. Highly organised with a strong sense of ownership. Adaptable - able to keep pace with product updates and changes. Problem solver who enjoys understanding how things work.

Progression Opportunities

Customer Success Executive Technical Support Engineer Product Specialist Implementations Consultant
What We Offer:

Opportunities for career growth and development. A supportive and collaborative work environment. Exciting and innovative workplace in a dynamic industry. A chance to make a meaningful impact on our company's success.
If you are a proactive and adaptable individual who is eager to contribute to a growing company's success, we encourage you to apply for this exciting opportunity.

Job Type: Full-time

Pay: 27,000.00-28,000.00 per year

Benefits:

Casual dress Company events
Work Location: In person