Customer Support Specialist

Customer Support Specialist (Software/Tech)

Housebuilder Pro Ltd

Willow House East, Shrewsbury Business Park, Sitka Drive, Shrewsbury SY2 6LG

From £25,000 a year - Permanent, Full-time

Job details | Job type

• Permanent
• Full-time

Location

Willow House East, Shrewsbury Business Park, Sitka Drive, Shrewsbury SY2 6LG

Benefits

Pulled from the full job description

• Company pension
• Private medical insurance
• Company events

Full job description

About Housebuilder Pro

Housebuilder Pro is a software platform built specifically for new home builders, helping them manage their customers, developments, plots, sales processes and aftercare in one place.

Founded in 2018, Housebuilder Pro is now used by housebuilders across the UK and continues to grow both its customer base and the functionality of the platform.

Housebuilder Pro is part of Shoothill, a Shrewsbury-based technology company delivering software, AI, digital and managed IT services to organisations across the UK.

The role

We're looking for a Customer Support Specialist to join the Housebuilder Pro team.

This isn't a traditional IT helpdesk role.

You'll become an expert in Housebuilder Pro and work directly with our customers to help them get the most from the platform. That means answering questions, investigating problems, providing training, helping new customers get started and working closely with our product and development teams when something needs changing or fixing.

You'll often be the first person a customer speaks to, so how you communicate and take ownership of an issue is just as important as your technical ability.

You don't need to be a developer, but you do need to be comfortable with technology, curious about how software works and good at figuring things out.

What you'll be doing

Your responsibilities will include:

• Responding to customer support requests through our ticketing system, email, phone and online meetings
• Investigating customer queries and troubleshooting problems before escalating them to the development team
• Taking ownership of support tickets and keeping customers informed through to resolution
• Helping new customers successfully adopt and use Housebuilder Pro
• Delivering customer training remotely and, occasionally, face-to-face
• Building strong relationships with customers and understanding how they use the platform
• Identifying recurring questions, problems and opportunities to improve the customer experience
• Testing new features and updates before release
• Reproducing software issues and raising clear, useful bug reports for the development team
• Gathering customer feedback and feeding it into our product roadmap
• Creating and maintaining help guides, knowledge-base articles and other customer resources
• Supporting the rollout of new features and communicating changes to customers
• Using AI and modern productivity tools to research issues, improve documentation and work more efficiently

What we're looking for

We're more interested in how you think and communicate than whether you've worked in exactly the same role before.

You'll need to be:

• Excellent with customers and comfortable communicating with people at all levels
• Naturally curious and good at working out why something isn't behaving as expected
• Confident using modern software and able to learn new systems quickly
• Organised and capable of managing several customer issues at the same time
• Clear and concise when communicating in writing
• Comfortable taking ownership of a problem rather than simply passing it on
• Able to distinguish between a user question, configuration issue, software bug and potential product improvement
• Comfortable working independently while being part of a small, collaborative team
• Interested in AI and how modern tools can improve the way we support customers
• Calm and methodical when dealing with urgent or time-sensitive issues

Experience working with SaaS products, software support, customer success, housebuilding, property or construction would be useful, but isn't essential.

The person

We're looking for someone who genuinely enjoys helping people.

Housebuilder Pro is a specialist product and there's a lot to learn, so we don't expect you to know everything on day one. What matters is that you're interested enough to ask questions, investigate problems and gradually become someone our customers can rely on.

You'll work closely with the people who build the product, so you'll also have an opportunity to influence how Housebuilder Pro develops.

As your knowledge grows, there will be opportunities to take on greater responsibility across customer success, implementation, product, training and other areas of the business.

If you're good with people, good with technology and enjoy solving problems, we'd like to hear from you.

Job Types: Permanent, Full-time

Pay: From £25,000.00 per year

Benefits:

• Company events
• Company pension
• Private medical insurance

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 2 years (preferred)

Work Location: In person