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Customer Support Executive

Are you someone who loves working with clients to help solve their problems?  Are you looking for a new challenge in Brighton?

Bright Interactive is an established software development company based in central Brighton.  We are looking for a positive, proactive person to join our established customer services team and help manage our growing client base.  Our talented team provides account management, professional services and technical support for our flagship Digital Asset Management (DAM) software product, Asset Bank.  

Asset Bank helps brand managers, marketers and digital archivists all over the world organise, control and share their digital assets. We work with over 700 clients including IKEA, ITV, Coca-Cola & Unicef and this role is vital in maintaining those relationships.

Our offices are based in the North Laine area of Brighton with views of both the Downs and the sea. Work/life balance is a priority and we believe that being at work should be enjoyable. We offer a range of great benefits including a supportive & collaborative work environment, 25 days holiday, regular company-funded outings, a great coffee machine & free fruit, flexible work hours, monthly wellness contribution and of course, beers and drinks after 4pm on Fridays. We’re particularly proud of our profit share scheme that ensures every member of the team benefits from our success.

Our supportive leadership style means you get to make your own decisions and take responsibility for your own approach to work. As a result, we have very motivated, committed and energetic people who can make a real difference to what we do and how we do it.

The role sits at the heart of our customer services team, where you’ll be working alongside our clients to solve their issues & answer their questions, whilst delivering exceptional customer service.  You’ll be collaborating with account managers, UX/UI designers & developers to find the best solution for our clients needs.

What you will be responsible for:

  • Delivering first class support to both technical and non-technical customers via tickets, emails and phone, to understand, investigate and resolve their queries quickly, efficiently and to the highest standard.

  • Working with multiple internal teams to identify causes, and facilitate resolutions and escalate appropriately.

  • Maintaining high levels of customer service standards by building relationships with customers and being proactive and attentive to their needs.

  • Identifying where client issues cannot easily be resolved and escalating these for additional support when needed.

  • Identifying opportunities for upselling additional products and upgrades and providing quotes.

  • Improving the support we can provide to clients, by having ideas to improve our service and products, as well as updating support documents and other resources.

  • Support team administration such as tracking sales, requesting reviews from clients and assisting the finance team with invoicing

 

You will have:

Essential:

  • 2+ years experience in a customer facing or similar customer services role

  • Experience troubleshooting issues and recommending steps to resolve them

  • An interest in solving problems of a technical nature and a desire to learn more about the world of software companies and software development

  • High levels of attention to detail and communication skills, with a genuine desire to deliver excellent levels of customer service

  • Commercial awareness

Desirable:

  • Familiarity with web applications

  • Familiarity with SaaS (Software-as-a-Service) business models

Salary

£20-£25k depending on experience.

To apply email your CV with covering letter to admin@bright-interactive.co.uk