Customer Support Specialist FTC

November 29, 2024

Redgate creates ingeniously simple software to help data professionals get the most value out of any database, anywhere.

Our portfolio of solutions helps organizations reliably solve the complex challenges of database management across the DevOps lifecycle on any database, any platform, anywhere. We make life easier for IT leaders, development and operations teams, increasing efficiency, reducing errors and protecting business-critical data.

The data community knows it can trust Redgate to balance speed to market, collaboration across teams and the protection of business-critical data.

For 25 years, our teams have been helping over 800,000 people in every kind of industry across the world, from small and medium-sized businesses to 92% of companies in the Fortune 100 – including Walt Disney, Intel, Amazon, and Yorkshire Water.

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'll need to thrive on solving problems for customers every day, always aiming to deliver a great customer experience.

Skills/Qualifications

Are you enthusiastic about technology and helping customers succeed?

Redgate is looking for an enthusiastic Customer Support Specialist on a 14-month fixed term basis, to help provide excellent customer support across the range of Redgate products for a global customer base.

You will work Monday and Tuesday 12pm - 9pm and Wednesday - Friday 9am - 5pm

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

The Support team is 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.

Our culture  will challenge you to quickly develop personally and professionally. We’ll equip you with all the training, tools, and ongoing support you need to be successful, and give you the freedom and flexibility to excel at what you do.

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 organizational 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 to both technical and non-technical audiences.

What would really help?

Experience working as part of a help desk or service desk team would be a significant advantage
You have a basic understanding of networking concepts and troubleshooting practices.
Experience supporting databases such as SQL Server, Oracle, MySQL, and PostgreSQL. 
You have experience working with helpdesk software such as Zendesk, Salesforce Service Cloud, Freshdesk etc

What's the package?

Salary up to £35,000 + 5% shift pattern
A great benefits package .

Flexible-hybrid Model

Achieving work-life balance has never been more important and so Redgate has adopted a flexible-hybrid model. This means that people will work flexibly with a blend of remote (home) and co-located (office) work, with teams having the flexibility to decide which location best suits the outcomes they need to deliver.

Package

Our Cultural + Commitment:

Welcome to a place where people are not just part of the team – they are the driving force behind our achievements.

At the heart of Redgate, beats a commitment to being a values-led company. Acting as our North Star, our values help us focus on what really matters: our people and their experience.

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