The Green Recruitment Company are delighted to be working with one of the biggest clean energy analytics companies in Europe, striving to achieve global energy transformation by providing market forecasts and insights that support major strategic decisions.
As part of their ongoing and continuous growth, our client is currently searching for a Customer Support Associate, who will play a significant role in driving customer satisfaction across the business’ SaaS division by leading the reactive support arm, while also working alongside the Team Lead in developing the customer success strategy.
This Individual will be joining the Oxford or Berlin office as part of the growing Customer Solutions function, working collaboratively with a breadth of teams across the business.
The ideal candidate will thrive in a process-oriented role, with an ability to communicate with external and internal stakeholders from a software/tech product perspective.
Work closely with the Customer Solutions Lead to develop and execute the Customer Support strategy to support the expansion of a market-leading software product portfolio.
Establish strong relationships with existing and new international software clients.
Collaborate with internal teams to reactively support clients on technical/software issues.
Improve the delivery of support services and tickets by driving the implementation of customer support software tools.
Deliver excellent customer service to our clients by ensuring maximum value from the software solutions provided – increasing customer retention.
Create and execute innovative processes to streamline the customer support team, ensuring it scales effectively alongside the growing software solutions department.
Excellent academic background – ideally within a STEM subject.
2+ years’ experience in a reactive, B2B customer support role, with a proven proficiency using a customer support ticketing software (e.g., Zendesk, Freshdesk, Intercom).
Experience support customers/clients on queries surrounding software/tech/SaaS products.
Ability to manage incoming enquiries through convincing prioritisation & organisation skills.
Experience working in a cross-functional, collaborative environment.
Desire and ability to build client relationships by engaging with them directly.
Exceptional communication skills, engaging with technical and non-technical stakeholders.
Keen interest in the energy transition.
Working experience in the renewables or cleantech market.
Working use of Customer support/CRM Platforms (e.g., Salesforce etc.).
Fluency in other European languages.