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Customer Support Specialist

Be part of something amazing.

Customer Support Specialist

Posted on: November 8, 2021

Contract type: Full Time

Location: Skopje, Macedonia

Customer Support Specialist

Job description

Headquartered in Brighton, UK, Sopro provides sophisticated digital marketing services to hundreds of businesses, from innovative start-ups to sector leaders and global brands.

We have spent six years redefining B2B demand generation techniques and proving that there are more predictable, higher quality ways to harness technology to create demand.

Receiving a Best Place to Work award by the UK Business Awards 2021, we’ve been busy collecting awards for our people, service, technology and business results.  With >100% revenue and headcount growth 6 years running we are proud to be one of the UK’s fastest growing digital marketing agencies.

Sopro is part of the Sopro Holdings group.


About the role

We have an exciting new opportunity for a Customer Support Specialist to play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS product Outbase. We are looking for a strong multi-tasker who can work successfully across multiple teams to resolve issues in a timely manner. You will also be a tech-savvy product expert with strong attention to detail and the ability to go beyond clients’ initial requests to understand their underlying needs.

Sopro has evolved at a whirlwind pace and is growing even faster. You will play a pivotal role in supporting that growth as we launch and grow our product Outbase and the right candidate will want to embrace this opportunity. We take pride in cultivating a passion for development and culture internally and so you should also be motivated by these qualities, and similarly avid about working with some impressive internal stakeholders.

Looking to join us?

See what a career path with us would look like...

Key responsibilities
  • Update CRM system with client’s feedback, specific needs and requirements
  • Provide tier 1 software support for our clients via the live chat, service desk, email and telephone by troubleshooting and maintaining frontend systems
  • Develop new tools to improve business processes
  • Implement and manage on screen help ideas via our online helpdesk
  • Communicate client information and requirements to the appropriate in-house team
  • Contribute ideas for future enhancements and new software features
  • Ensure quality of service by developing a thorough and detailed knowledge of the product and maintaining this as new features are released
  • Achieve and maintain relevant KPIs and SLA’s
  • Multi-task and track a high volume of open tickets at various stages of completion
  • Work with multiple teams to find, analyse and resolve ticket issues
  • Communicate the root cause to client in non-technical terms
  • Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction
  • Escalate issues, as required
  • Provide recommendations to the Product team about how to improve client experience
  • Work closely with Customer Success Managers to maintain continuous knowledge of accounts
  • General administrative duties as required
  • Previous experience in a SaaS B2B environment
  • Demonstrable experience in Customer Service / Support
  • Technology skills with a good aptitude for learning new software
  • Quick learner and forward-thinking self-starter
  • Excellent written communication skills to talk about software in a non-technical way
  • Resilient with the ability to problem solve
  • A critical thinker, who loves nothing more than coming up with creative solutions to overcome obstacles and challenges
The package

At Sopro, we invest in our people – they are what makes our company great and we work hard to make sure that everyone feels valued. Some of the perks we offer:

  • Competitive salary
  • Private healthcare Insurance
  • Extended annual leave
  • Regular social events
  • Flexible working – a mix of office and remote working environments
  • Open door policy to all levels of management – everyone’s ideas are listened to and in a lot of cases, implemented.

We employ some of the best talent we have ever come across, from our management team to our developers… through to our exceptional marketing and operations teams. Nobody grows without working with the best and you will be working with the best from day one.

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