Customer Care Analyst

Location: Aberdeen (Office Based or Hybrid) / Scotland (Remote)

Work Type: Full Time (5 days/week)

Salary: £23,000 to £28,000 per annum depending on skills and experience

Do you consider yourself to be a natural ‘people-person’? Do you thrive off solving problems and helping get the best outcome for all? If yes, this could be the role for you!

Who are we?

DRAMS Software is an innovative software company that provides bulk inventory and distillery warehouse management to meet the unique requirements of maturing spirit producers. Our systems are used by a number of high-profile UK and international companies including Beam Suntory, Bacardi, Campari, William Grant & Sons, Whyte & Mackay, and Glenmorangie.

Our team are committed to working together to produce high-quality software for our customers, and we go the extra mile to ensure our success and help each other out. We’re proud to be growing our company globally, whilst staying true to our Scottish roots and values.

Why DRAMS?

You’ll join a collaborative, close-knit team where your growth and success are prioritised. As part of a highly experienced group, you’ll benefit from a strong support network that empowers you to make a meaningful contribution to the way we run our business locally, while also being part of the wider, globally recognised Volaris Group. This dual advantage means you’ll be able to navigate your career across the wider group too – the best of both worlds we think!

You’ll enjoy excellent benefits including:

• Competitive base salary + a market-leading discretionary bonus
• Remote-first working
• 23 days holiday (increasing to 24 after 1 year + flexible bank holidays + buy/sell scheme)
• Progressive parental leave policies
• Private healthcare insurance + virtual GP, wellbeing support (incl. discounted gym memberships), life assurance, & income protection
• 5% employer pension contribution
• Regular in-person team events
• Fully funded training and development programs
• Work from home office equipment allowance

We believe in fostering each other’s strengths and trusting each other to deliver great results, no matter where you’re based. With 30 colleagues working remotely and in hybrid roles across the UK and Ireland, we’ve built a comprehensive on-boarding process to set you up for success. You’ll have access to experienced mentors and peers both locally and globally – all with a view to helping you grow your career and perform at your best.

What will I be doing day-to-day?

As one of DRAMS Software’s Customer Care Analysts, you’ll be trained to be a product knowledge expert, solving technical issues and helping deliver a best-in-class customer experience. Day-to-day tasks will vary and develop in this role as you build your system and industry knowledge and develop a greater understanding of our customers' processes. In a bit more detail you will:

• Be a primary point of contact for client inquiries
• Take responsibility for the resolution of customer support calls within our defined service level agreements
• Diagnose customer technical issues; gather the necessary information and perform standard, preliminary research using all relevant available resources
• Work closely with our software development team to facilitate efficient and effective query or issue resolution
• Perform testing of bug fixes and software enhancements, and deploy software updates to customers
• Document and update customer queries or issues in our ticket management system and track incidents through to resolution/escalation
• Maintain customer support documentation including system overviews, user manuals, user training records, system release notes and system fault logs etc.
• Escalate complex or unresolved queries or issues as necessary
• Deliver end user training on DRAMS product functionality
• Be part of an out of hours support roster providing cover for business critical (severity level 1) support calls
• Travel as required (up to 10%) to deliver training services and on-site application support

Who will I report to?

You will report to our Senior Customer Care Analyst. However, you’ll also form part of the broader Customer Care team (4 people) managed by the Customer Care Manager.

What do I need to be eligible to apply?

This role would suit a go-getter who is starting out their career in customer services, with opportunities to develop and be mentored within an experienced team. You must be adaptable to learning complex software, so someone with a knack for IT-related support is preferred. Along with this, we’d also love if you have:

• At least 1 years’ experience in a customer facing / focused role (business to business)
• Experience of diagnosing and solving problems
• An eye for detail and exceptional written and verbal communication skills
• An organised, disciplined approach with excellent time management skills
• Ability to deal with multiple activities in parallel and work under pressure
• Excellent interpersonal skills, comfortable interacting with all levels of customers and staff
• Excellent communication skills, an understanding of the audience being spoken to, and ability to adapt and express technical concepts as required
• Confident manner and motivated, with a willingness and ability to learn new skills
• Strong IT skills including high proficiency in the MS Office suite e.g. Excel, Word etc.
• Currently holds independent right to work in the UK

It’s not a deal breaker but we would really like it if you also had:

• Experience of helpdesk ticketing solutions and CRM systems
• Experience of software testing / QA
• Knowledge of the distilled spirits industry

We value people with a growth mindset who listen, learn, and seek to improve. Successful people in our team listen, support, and value their colleagues, communicating openly and honestly, taking pride in their work, and focussing on meeting the needs of our customers and our business.

DRAMS reserves the right to enhance the criteria as necessary to facilitate the shortlisting process.

How do I apply?

If you think you are the right fit for this role, please click ‘Apply’ and submit your CV via the online application process.

DRAMS is an Equal Opportunities Employer