Customer Success Analyst

TL;DR

Customer Success Analyst: Assisting clients by logging and processing queries, offering user guidance, and delivering product support to ensure a great user experience. Focus on diagnosing and troubleshooting system issues and prioritizing work based on client tier and issue urgency.

Location: Hybrid in Manchester

Company

hirify.global delivers powerful, industry-focused software that helps professional services firms and project-based businesses thrive.

What you will do

• Log and process telephone calls/queries from clients.
• Provide user guidance in relation to client queries using hirify.global Product.
• Provide product advice and support via screen sharing sessions with clients (where required).
• Diagnose and troubleshoot system issues/problems logged by clients.
• Effectively manage support ticketing system queues and prioritize work in accordance with Client Tier and issue urgency/impact.
• Escalate more complex problems to wider areas of the business.

Requirements

• Strong written and verbal communication skills.
• Ability to work as part of a team and identify when to involve other team members.
• Attention to detail and be a completer finisher.
• Ability to follow a process and ensure all items are completed.

Nice to have

• A good grasp of Excel skills would be beneficial.

Culture & Benefits

• Supporting your health and wellbeing with access to private care (private medical & dental insurance).
• Providing extra financial security for you and your loved ones (life assurance).
• 24/7 support for your health and wellbeing (Help@Hand).
• Offering time and support when it matters most (enhanced parental leave).
• Access to discounts on a wide range of everyday purchases (Reward Gateway).
• Regular chances to connect and unwind (team outings and events).

Hiring process

• Talent Acquisition Call.
• Hiring Manager Interview.
• Team Interview.
• Final Interview.
• Offer Stage.