Customer Support Analyst
Sona (getsona.com)
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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Salary
💰 £30,000 - £35,000 per year
About the role
- Providing technical troubleshooting support to customers via various channels including email and live chat.
- Troubleshooting and diagnosing technical issues related to our software products, escalating when necessary and keeping the customer informed.
- Acting as a subject matter expert on our software products, providing guidance and assistance to customers and internal teams.
- Helping to maintain, update and improve our FAQs and Knowledge base with the latest product updates.
- Maintaining/updating customer account configurations.
- Being the voice of our customer - continuously sharing feedback from our customers with the Product team to improve the customer experience.
Requirements
- Customer Support Experience: You have meaningful experience in customer-facing roles like Customer Support, Customer Experience, or Customer Enablement (preferably supporting a technical product in a SaaS B2B environment).
- Curiosity & Desire To Learn: You’ve worked in a startup environment or company with high growth and lots of ambiguity; you’re comfortable in an environment where we don’t have all the answers and lean into the unknown with curiosity.
- Strong Communication Skills: You’re comfortable working with people at all levels and can break complex technical items down into easy-to-understand concepts. Internally, you’re clear, concise, and comfortable collaborating across teams to get things done.
- A Tech-Savvy & Analytical Mindset: You’re tech savvy, can learn new systems quickly and are adept at prioritising your work efficiently. As a problem solver, you always try to tackle the root cause of any issue and fix that as well.
- Previous experience working in a B2B SaaS startup environment.
- Previous experience using Metabase, Zendesk, Linear, JIRA, or Sendgrid.
- Previous experience in Care, Hospitality, or Workforce Management industries.
- Familiarity with applied usage of graphics interchange format files.
Benefits
- Share options
- Fully remote and flexible working
- 35 days annual leave (25 days standard plus 10 flexible public holiday days)
- Extra day of leave for every year of service
- Pension contributions matched up to 5%
- Comprehensive health insurance
- Enhanced parental leave & pay
- Co-working space stipend for those based outside London
- Bi-annual all expenses paid team retreats
- The latest Macbook and equipment budget for your home office
- Professional development budget
- Unlimited free books
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingdiagnosing technical issuescustomer account configurationsproblem solvinganalytical mindset
Soft skills
strong communication skillscuriositydesire to learncollaborationcustomer advocacy