Customer Support Specialist (fixed term)

Redgate is looking for a Customer Support Specialist to help provide excellent customer support across the range of Redgate products. The role is a fixed term contract until the end of April 2018.

At Redgate we really care about our customers and want them to have the best experience possible when using our products. When customers get in touch you’ll be their first point of call, so we’re looking for someone who’s as passionate about helping them out as we are. You need to thrive on solving problems for customers every day, always aiming to deliver a great customer experience.

Together with the rest of the team you’ll help manage Redgate’s support call queue, ensuring tickets are prioritised and resolved for customers as quickly as possible. You’ll work on the 1st line support tickets, using email, phone and chat to communicate with the customers. Tickets are varied and no two days are the same, you’ll be mostly helping customers with their licensing issue and also helping them with their installation queries. When a more technical solution is needed, you’ll escalate to an engineer in the team to get it resolved.

The Support team are always looking to innovate the way they work which means that alongside solving tickets, you’ll often be involved in projects to help improve customer experience or the way the team works.

The role supports our customers globally, so 2 days per week (Wednesday and Thursday) you’ll work evening hours until 9pm.

What does it take to be our next Customer Support Specialist?

  • You have experience working in a customer service role, and a passion for delivering a great customer experience
  • You have excellent organisational skills and the ability to multitask
  • You love problem solving and enjoy facing new challenges
  • You’ve got a genuine interest in software and technology and you’re able to communicate technical ideas verbally and in writing

What would really help?

  • Experience working as part of a help desk or service desk team would be a significant advantage
  • Experience in creating web content in a professional environment would be useful, but not essential

What’s the package?

  • A great benefits package
  • You’ll work about 40 hours per week, with flexible work time on Monday, Tuesday and Friday, and until 9pm on Wednesdays and Thursdays.
  • Salary is £19k – £25k (depending on experience)
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How to apply

Apply below with a CV and covering letter.

Apply for this job now

We use a third-party recruitment system. We will always get back to you, so please check your junk folder, as sometimes our emails won’t show in your inbox.

Take a look at our privacy policy to find out how your data is looked after.

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The Redgate Recruitment process

Step 1

Step 1. Application

Step one is your application. So write a letter and upload it on the page for the job you’re interested in. Tell us about yourself, your skills and experience, and talk about why you’d like to work at Redgate. Include a CV, or a link to your LinkedIn page, and if you'd like to show some of your work, attach your portfolio or point us to Stack Overflow or GitHub.

Step 2

Step 2. Assessment

We’ll acknowledge your application straight away, review it and keep you updated on your progress. We might also email an assessment to complete, or invite you for a brief telephone interview. If we don’t think you’re suitable, we’ll inform you – and tell you why. We won’t let you down, we’ll try and help you.

Step 3

Step 3. 1st Interview

Step three is an interview in our Cambridge office. We’ll talk about your work history, your covering letter or video, and any assessments you’ve completed. You might also be asked to do some work-based tests and, if you’re applying for a technical role, expect technical questions – we love talking tech.

Step 4

Step 4. 2nd Interview

The second interview typically lasts two hours. You’ll be talking to different people, you may well meet people you’ll be working with, and we’ll allow time for you to ask questions. We don’t have a dress code at Redgate, by the way, so dress in whatever makes you comfortable.

Step 1

Step 5. Offer

If we think you’d be great at Redgate, we’ll make an offer and iron out any details like relocation issues. If we don’t think you’ll fit in right away, we’ll tell you why. Some people have taken our advice, boned up their knowledge and come back a year later and got a job. It helps.

This is our typical recruitment process, though for some roles it might be a bit different.

Find out more

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