Customer Success / Software Support Analyst London, United Kingdom

We are seeking a well-organised individual with excellent communication skills to support the day-to-day administration of sustainability reporting and performance management software, the Sustainability Tool. No sustainability or software technical skills are required for this position. The candidate should demonstrate attention to detail, excellent time management and communication skills, as well as an interest in software applications, sustainability and customer support. Previous relevant experience is preferable.

The hired candidate will have the opportunity to grow into a product management role. This position would require the individual to manage the product roadmap and be the key contact between the implementation and software development teams.

Role Info:

Customer Success / Software Support Analyst
London, Angel / Remote Working Flexibility
£22,000-£25,000
Plus Benefits

Who we are:

We are a leading consultancy with the aim of inspiring sustainable business. Our team comprises 30 full and part time employees and associates. Notable successes include:

+ Establishing and delivering the award-winning Supply Chain Sustainability School
+ Leading the UK delegation to develop ISO 20400 and now leading global adoption

Many of our clients are sector leaders on sustainability and supply chain issues, and we are proud of our reputation for leading the thinking in this area. Our sectors of expertise include Manufacturing, Technology, Infrastructure, FMCG, Government, Healthcare, and Construction.

The Tool, which you will be supporting, helps our clients to efficiently collect sustainability data from their business divisions, project teams and supply chain organisations. The information is crunched to produce sustainability dashboards with key performance indicators measured against our client targets. By using our platform, organisations can now ensure their teams and supply chain partners comply with their environmental and socio-economic standards. This is driving transparency and accountability to better deliver on sustainability strategies.

We are an accredited Living Wage employer. We are committed to maintaining a respectful and inclusive workplace culture and welcome applications from all people with relevant skills, knowledge and experience, including those from diverse and under-represented backgrounds. We have made a pledge to be net zero.

Main Duties and Responsibilities:

+ Be the first line of support to client and user queries on the software system
+ Support sustainability consultants in the system implementation and configuration
+ Provide online system training to customers and new users
+ Undertake manual testing of the software and review new functionalities to ensure they are fit for purpose
+ Communicate any bugs or issues with software developers to ensure they are removed
+ Maintain accurate records of system configuration procedures, queries and issues
+ Answer phone calls or emails and transfer them as necessary

About You:

+ Strong attention to detail
+ Show robust logical thinking
+ Excellent communication and customer service skills
+ Good time management skills and aptitude to multitask
+ Proven ability to use and configure software systems
+ A demonstrable understanding of user experience and product roadmaps
+ Prior experience in a customer support, software support or business/office administration role is preferable
+ Willingness to work in a dynamic, flexible environment within a small but highly influential business

Pay & Benefits:

+ Salary: £22,000-£25,000 dependent on experience
+ Holidays: 25 days plus 8 statutory holidays plus 1 day for birthday
+ Other benefits: 8% contribution to pension
+ Location: The role is based in our London office, Angel, but flexible working can be included as part of the role.
+ Development: We offer the opportunity to grow in this award-winning consultancy with the support of leading experts and innovative practices.

+ Start date of advert 30.03.2021
+ End date of advert 30.04.2021
+ Anticipated Job Start ASAP

To apply, please submit your application here