Customer Support Executive

Imagine….you’re working as a Customer Support Executive for a software company based in the heart of Brighton. You are part of an awesome team who have your back at every turn and you spend your days advising our portfolio of amazing brands, helping them to get the most out of our flagship product Asset Bank

You’re autonomous and hands-on, bringing skills and new ideas that are not only welcomed but celebrated.

At the moment you’re working from home and it's no problem, because the company’s forward thinking, mature and flexible approach to remote working makes it an absolute breeze. Your new team can’t wait to meet you virtually, and when you can meet in person, you’re sitting with them in an office located on the 9th floor with stunning views of the sea and the South Downs. 

We hope in the near future, you’ll have the option to work flexibly between home and office and when you do come in, you’re both amused and mildly irritated by the temperamental lift (it all depends if you get stuck in it...which is rare). But you know what? It’s not that much of a deal because it’s more than outweighed by the company’s inclusive culture and desire for your working day to be inspiring, fulfilling and productive. 

If you’ve been searching for a role like this...you've found it.

Who we are and what we’ll offer you

Bright is the company behind Asset Bank and Dash. We are an established agile software company and Digital Asset Management (DAM) specialist based in Brighton and we are proud to work with over 800 global clients including 20 FTSE 100. 

Asset Bank is a Digital Asset Management (DAM) solution which helps brand managers, marketers and digital asset specialists organise, control and share their images, videos and other digital files. 

Our offices are based in the vibrant North Laine area of Brighton but, given the current circumstances, the team is working remotely. We have focused strongly on creating good communication channels and still have daily check-ins, lots of online meetings and use a variety of tools to stay connected.  We’ve been working hard to retain our company culture to ensure our teams feel connected to Bright and we’re putting the same emphasis on work/life balance, fulfilling, productive and enjoyable work - just as we did before when we were office based.  

We offer a range of great benefits including a supportive & collaborative work environment, 25 days holiday, flexible work hours, income protection and monthly wellness contribution.  In normal times, we have company funded outings, monthly lunch club, treats, and drinks after 4pm on Friday.  We are doing as many of these things virtually and will revive others when we can. 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.

Check out our meet the team video & Glassdoor page to get a flavour of who we are.

 

Who we’re looking for

 

We are looking for a positive person to join our established customer success team and help manage our growing client base.  You will have a passion for finding solutions for clients and helping them to use our products in a way that frees them up to do creative, productive work.

 

You’ll be working in our newly formed Customer Experience team, alongside our team of customer success managers, and working closely with our developers to help solve our customers’ issues & questions. This means you’ll need to be a great communicator and used to managing expectations for both clients and the rest of your team. 

We love a new idea or a suggestion for a better way of doing something, so if you are constantly looking for ways to improve and take initiative, this will be a great role for you.

What you’ll 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 collaboratively with other teams to identify causes, facilitate resolutions and maintain good communication amongst the teams and with the client.

  • Maintaining high levels of customer service standards, building relationships with customers by 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 working with Customer Success Managers to provide 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 helping the finance team with invoicing

 

Experience and skills

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 and an interest in and enthusiasm for building relationships with customers to help them achieve long-term success

Desirable

  • Familiarity with web applications

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

 

Position type

Permanent

Salary

In the region of £25k depending on experience + benefits and company profit share


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