SnagR Software has partnered with Robert Walters Technology to appoint an experienced Customer Support Team Member.

We are seeking a proactive and dedicated Customer Support Team Member to join our team.

This role is crucial in ensuring our customers are satisfied with the products and services they receive. You will play a key role in delivering projects and training users, both onsite and remotely, to ensure they fully utilize our products.

The role is based out of the Penkridge ST18 offices, paying a salary range of £28,000 to £35,000 based on experience.

SnagR Software: About Us

SnagR powers the next generation of field digitalisation with RDrive, our industry-leading SaaS platform.

Founded in the Midlands, SnagR has grown into a global leader with offices in the Netherlands, UAE, Hong Kong, and Australia, supported by an extensive partner network.

Designed to streamline complex projects, RDrive enables fast, efficient field data capture, automated reporting, and advanced analytics - helping teams monitor progress, drive productivity, and make informed decisions with confidence.

RDrive is deployed on some of the world's most ambitious and technically complex projects, from football stadiums and theme parks to suspension bridges, superyachts, rail networks, hospitals, and large-scale residential and commercial developments.

Backed by SnagR's deep industry expertise since 2007, RDrive is trusted across Construction, Rail & Infrastructure, Asset & Facility Management, Shipbuilding, and Manufacturing. We combine best-in-class technology with a commitment to innovation, customer success, and operational excellence - ensuring greater efficiency, accountability, and project success at every stage.

The Role: Customer Support Team Member

Overview:

As a Customer Support Representative, your primary responsibility will be to deliver solutions and provide comprehensive training to users. You will work closely with sales teams, product developers, and other stakeholders to ensure a seamless and positive experience for our customers.

Key Responsibilities:

• Deliver solutions to customers, ensuring all requirements are met and expectations are exceeded.
• Deliver training sessions to customers, both onsite and remotely, to ensure they fully understand and can effectively use our products.
• Conduct outreach to existing customers to ensure the software has been fully adopted and promote additional features and improvements.
• Troubleshoot customer problems or issues that arise during the use of our products or services, especially during the initial period.
• Educate customers about new features or updates to existing features.
• Assist customers in evaluating new solutions or technologies that may benefit their business needs.
• Review customer data to identify opportunities for upselling additional products or services.
• Collaborate with other Customer Support Representatives and internal teams to provide appropriate assistance and ensure customer satisfaction.

Objectives:

• Delivery: Meet customer needs and expectations by teaching them features that help achieve early value. Deliver solutions within a good timescale and according to sales outlined value.
• Account Escalations: Respond to alerts, red flags, and critical or overdue actions promptly to manage issues before they escalate.
• Upsell / Cross-Sell Campaigns: Promote additional products to enhance the customer experience and achieve cross-sell through business development with existing customers.

Desired Skills:

• Account management experience.
• Project management experience.
• Experience in delivering training sessions,
• Experience with customer engagement
• Experience of Digital, Software, Construction or SaaS industries

If you're an ambitious Customer Support Team Member looking to make your mark for an industry leader, we want to hear from you.

For further information, please apply with an updated CV and contact Ajay Hayre on or .

All third-party applications will be forwarded to Robert Walters.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates