SaaS Technical Support Specialist

Job Title: SaaS Technical Support Specialist - Smart Glazier (a Cyncly company)

Location: London Hybrid

Contract: Full Time Permanent

In your application please include your CV and short explanation of why this particular role interests you.

About us

Cyncly is a global technology powerhouse with 2400 employees and 70000 customers across 100 countries. Cyncly transforms the way customizable products and spaces are imagined designed soldmanagedand made. Our end-to-end software solutions connect professional designersretailersand manufacturers to the worlds largest repository of product content. Today our business spans across the Kitchen & Bath Furniture Window Glass & Door and Flooring industries with operations in North & South America Europe AsiaPacificand Africa.

Cyncly brings over 30 years of experience to deliver more valueforour customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions backed by leading growth private equity firms specialized in technology.

Smart Glazier is a provider of software solutions for the glass and glazing industry offering tools designed to help glass installers fabricators and hardware suppliers manage their core workflows from a single platform. Its cloud-based suite enables users to design glass structures create accurate quotes schedule and track jobs manage orders and handle invoicing and reporting in one connected system tailored to the needs of glazing businesses: reducing manual work improving accuracy and streamlining operations. Smart Glaziers software is used by glass businesses in multiple countries and supports a range of workflow needs across design quoting and project execution.

The Role

Customer support will be the focus of the role. You will help customers by phone and email learning our products in depth and becoming a trusted expert who can advise on how best to use our software.

Along the way you will also become familiar with the glass industry and the real-world challenges our software helps customers solve.

You will investigate customer questions reproduce issues and help customers get the best from our products. As your experience develops there will also be opportunities to become involved in customer onboarding database implementation and other technical work.

Key Responsibilities

• Providing support and advice to international customers by phone and email
• Investigating and resolving software issues
• Learning our software thoroughly and advising customers on how best to use it
• Reproducing customer issues and working with colleagues to identify solutions
• Supporting customer onboarding and database implementation work
• Modelling architectural hardware in our software to produce precise 3D glass structures
• Identifying and documenting software defects
• Contributing ideas to improve our products processes and customer support

What we are looking for

We are less interested in years of experience than in finding someone who is eager to learn interested in how things work and able to think through unfamiliar situations.

You should have:

• Strong analytical and reasoning ability
• A genuine interest in computers and software
• The ability to learn independently and take ownership of your work
• Good numeracy including confidence with basic trigonometry
• Excellent written and spoken English with the ability to explain information clearly and patiently
• Strong attention to detail
• A degree is preferred but not essential. This role could suit a recent graduate with strong grades someone early in their career who is looking for more challenging and varied work or someone with the aptitude to move into a software-related role.
• Previous customer-facing experience would be useful but is not essential.

Experience with any of the following would also be welcome but is not required:

• Excel
• Zendesk
• SQL Server
• SaaS products
• Cloud computing
• Web-based applications
• Software support

Working arrangements

• This is a hybrid role with initial training taking place at our Clapham Junction office.
• Because there is a great deal to learn you should expect to work from the office much of the time during your first six months. Once you are established in the role flexible hybrid working will be available.
• The role is Monday to Friday during normal office hours with some flexibility.

Working for us

At Cyncly we call our team OneCynclya reflection of how we work together as one united by our purpose: powering businesses that bring spaces to life.

We value diversity of experience perspective and skill and thrive through openness trust and respect. Youll join a team that takes ownership solves problems and focuses on making an impact.

We encourage curiosity welcome new ideas and view mistakes as opportunities to learn. Youll enjoy flexible and autonomous ways of working supported by leaders committed to your growth.

We celebrate individuality and encourage everyone to bring their authentic self to workbecause together we build something better.

If you want to work in a place where your ideas matter your growth is valued and your work shapes the spaces people live work and play income join us.