Customer and Application Support

Join the Hive: Customer and Application Support Opportunity

Digital Beehive is seeking to build the team and recruit a Customer and Application Support colleague. To be successful in this role you will be proactive, detail-oriented and be able to provide exceptional first and second-line support for our internally developed applications. This role is central to maintaining high customer satisfaction, managing our customer support system, and ensuring service delivery aligns with Service Level Agreements (SLAs).

This role will sit with the Account Management Team and work closely with the Development Team, reporting to the Head of Account Management.

What You’ll Do

Customer Support: Serve as the first point of contact for customer issues, using our customer support system to log, prioritise, and resolve tickets. Escalate complex issues to the Development team as needed.

Manage the Customer Support System: Ensure key clients have access to an up-to-date Customer support system, with accurate service statistics and reporting on resolution times, SLA compliance, and common issues. Work with clients to identify training gaps where recurring user errors are identified.

Collaborate with Development Teams: Work closely with our development team to log unresolved issues on the internal Development Board. Communicate timelines and resolutions to customers, ensuring priorities are aligned with SLA agreements.

Enhance Knowledge Sharing: Document recurring issues in the customer support system knowledge base to improve response times and support the development of self-service within the applications for frequently encountered problems.

Customer Communication: Primarily communicate via the customer support system to ensure issues are tracked. Occasionally use phone calls for more complex or urgent cases, while ensuring all interactions are logged in the system.

Service Reporting: Prepare monthly reports for key clients on resolution times, SLA compliance, and issue trends. Collaborate with the Account Management team to present findings and recommend improvements to clients.

What We’re Looking For

Technical Proficiency: Experience with support ticketing systems such and basic troubleshooting skills.

Customer-Focused Approach: Friendly, approachable, and empathetic, with strong communication skills to assist users effectively.

Organisational Skills: Ability to manage multiple priorities, ensuring SLA targets are met while maintaining high service standards.

Analytical Thinking: Identify trends in support tickets, recommend solutions to reduce recurring issues, and assist clients in recognising training needs.

Team Collaboration: A team player who can work effectively with customers, Account Management, and the Development team.

Attention to Detail: Ensure service statistics and reporting are accurate and presented professionally to clients.

Responsibilities

• Serve as the first point of contact for user queries and issues.
• Log, prioritise, and resolve support tickets in the customer support system while ensuring timely updates to customers.
• Escalate unresolved issues to the Development team and report on their progress on the internal Development Board.
• Maintain and manage the customer support system, ensuring key clients have access to accurate, real-time service statistics, including resolution times and SLA compliance.
• Identify and document recurring issues in the customer service systems knowledge base to improve response times.
• Analyse service data to identify training gaps for clients, providing actionable feedback to enhance their usage of the
• Prepare and present monthly service reports, including performance metrics, issue trends, and resolution times, in collaboration with the Account Management team.
• Communicate effectively with customers, primarily through the customer support system, and occasionally via phone calls for complex or urgent cases.
• Ensure SLA targets are consistently met by actively monitoring ticket statuses and addressing any delays promptly.
• Collaborate with the Development team to understand issue resolution timelines and align updates with customer expectations.
• Provide feedback to the Development Team on recurring issues to explore opportunities for implementing self-service tools within the applications.
• Investigating and logging bugs and reporting them into the application tester/development team.
• Stay updated on system updates and changes, ensuring accurate support guidance is provided to clients.
• Create and maintain product user guides for customers.

Skills, attributes and experience required

• Sharp problem-solving abilities.
• High attention to detail, organised and a desire to work to high standards.
• Strong interpersonal, listening and communication skills with the ability to communicate effectively verbally and in writing.
• Ability to translate complex technical terms into a simple format for non-technical colleagues and clients.
• Friendly demeanour, ability to be empathetic and maintain a calm and patient manner.
• Experience in using customer relationship management systems and tracking/ticketing systems.
• Technically savvy and innovative with the ability and willingness to learn.
• Experience in the use of the Microsoft suite.
• Proactive and resourceful with a willingness to “muck in” and support the wider team and business as a whole.
• Industry experience would be advantageous but not essential. Previous customer facing experience essential.

Why Join Us?

Training Provided: Full training on our internal applications and systems.

Attractive Package:

• Annual salary up £28,000 dependant on experience.
• 25 days holiday, increasing with each year of service up to a maximum of 30 days holiday plus bank holidays.
• Life assurance
• Private medical cover
• Eligibility to join our pension scheme from day one of employment. 4% employee contribution, matched with 4% employer contribution
• Cycle to work scheme
• Opportunities for professional growth as the company expands

Flexible Work Environment: Primarily home-based, with weekly visits to our Leeds office for team collaboration.

Supportive Culture: Work in a friendly, collaborative team where your contributions directly impact customer success and satisfaction.

It will be necessary for the successful candidate to successfully undertake a basic DBS check, identity check, proof of right to work check and reference check.

We are an equal opportunities employer and our positions are open to all suitably qualified candidates, regardless of age, disability, gender reassignment, marriage/civil partnership, pregnancy, maternity, race, religion or belief, sex or sexual orientation.