Job description

About us

We are professional, innovative, customer-centric, and our goal is to simplify business to enable people to thrive at work. We believe that people don’t get into hospitality to focus on admin like ordering products, doing stock takes or recipe admin, and our vision is for people to spend less time doing mundane tasks so they are freed up to do what they love. This is what we strive to do for ourselves, as well as our clients through our innovative tools and excellent service..

Our work environment includes:

• Growth opportunities
• On-the-job training
• Flexible working hours

Zupa are here to simplify business to enable people to thrive at work. We believe that people don’t get into hospitality to focus on admin like ordering products, doing stock takes or recipe admin, and our vision is for people to spend less time doing mundane tasks so they are freed up to do what they love. This is what we strive to do for ourselves, as well as our clients through our innovative tools and excellent service. The Customer Success Team is integral to deliver this, as it is the point of ongoing engagement with our clients.

The purpose of the Product Support Representative is to provide support to clients with onboarding and ongoing support requirements. The individual in this role will triage, support, resolve, and respond to cases as needed, with the support of the wider Customer Success Team. The individual will also analyse cases experienced and engage with the product team to help inform the product roadmap.

Headlines:

• Salary: £20-25k
• Seeking: Right attitude & ability. Skills can be taught.
• Bonus: Hospitality experience, but not a must.
• Genuine progression opportunities in coming years.

Responsibilities:

• Answering phone and email queries regarding the Caternet system
• Triaging and managing all cases with general support and coordinated responses
• Investigating and logging issues in Jira
• Undertaking administrative duties and support tasks for clients
• Onboarding suppliers and setting up/maintaining product data
• Analysing product issues raised and gleaning ideas from triaging customer support cases, escalating them as necessary
• Maintaining contact with clients to foster strong relationships
• Ensuring customers are well informed regarding the cases they have raised
• Provide support to other Customer Success Team members when capacity is reached or when on leave.

Skills:

• Strong customer service skills
• Ability to work effectively both independently and as part of a team
• Strong problem-solving and analytical skills
• Attention to detail
• Ability to work collaboratively with cross-functional teams
• Strong organisational skills
• Quick learner and adaptable to new processes and technologies
• Strong work ethic and commitment to customer satisfaction and success
• Excellent communication skills, both verbal and written
• Accurate administration skills
• Efficiency in relevant software and tools such as Microsoft Office, CRM software, and project management tools.
• Ability to work to Service Level Agreements
• Ability to contribute to knowledge transfer
• Calm under pressure
• Stay up to date with planned release dates and deliverables.

Job Type: Full-time

Salary: £20,000.00-£25,000.00 per year

Benefits:

• Company pension
• Flexitime
• Life insurance
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (required)

Work Location: Remote

Application deadline: 31/08/2023
Reference ID: CST-PSR-0823
Expected start date: 04/09/2023