ESSENTIAL SKILLS & EXPERIENCE

• A proactive “can do” attitude
• Experience in customer support or client service
• Strong communication and problem-solving skills
• Ability to multitask, prioritise and manage time effectively
• Comfortable using CRM and helpdesk tools (e.g. Salesforce, Zendesk)
• Organised and detail-oriented with solid admin skills
• Confident using Microsoft Office (Excel and Word)

ABOUT THE ROLE

We’re looking for a Customer Success Associate to support TRL Software during a maternity leave cover. In this role, you’ll help deliver exceptional customer support for our next-generation solutions in traffic, safety, and asset management.
You will be the first point of contact for customer queries, providing timely and accurate support, managing training requests, and assisting with quotations and subscriptions. You’ll maintain accurate records in our CRM and Helpdesk systems, provide customer insights to inform decisions, and work closely with another Customer Success Associate and cross-functional teams (Sales, Product Management, Engineering).
The successful candidate will work in a hybrid capacity, with one day per week based at TRL’s headquarters in Wokingham. This is a fixed-term role for approximately seven months.

KEY RESPONSIBILITIES

• Respond to customer queries via phone, email, or chat
• Provide first-level support and troubleshooting and assistance
• Provide accurate product/service information and quotations for products and training
• Maintain internal customer data, licensing records, CRM (Salesforce) and HelpDesk
• Support order and subscription processing
• Inform customers about new features/functionality and follow up with customers regarding resolving technical issues.
• Share product updates and gather customer feedback
• Provide insights and MI reporting to support decision-making