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Are you passionate about solving problems and delivering exceptional customer experiences?
This is your opportunity to join a dynamic team, grow your expertise in SaaS and technology, and make a real impact on the customer journey. If you’re a problem-solver with a passion for helping others, we’d love to welcome you aboard!
Ready to move your career forward?
Role Info:
Customer Support Agent (Tier 1)
Remote based with visits to Ellesmere Port or Bradford
£25,454 - £30,454
Plus Benefits Package Including Pension, Life Assurance, Employee Assistance Programme, Discounted Gym Memberships and More…
Hours: 37.5 hours per week with the ability to work flexible hours between 08:00-19:00, Monday - Friday
Reporting to: Customer Support Operations Manager
Company: Leading Provider on HR Tech, Consulting and Advice
Pedigree: British HR Awards - Technology Partner of the Year 2023
Clients Include: Currys, Wickes, Virgin Atlantic, Network Rail, BT Group, Sainsbury’s, Post Office, Pret and More…
Your Background / Skills: Customer Service, Customer Support, Ticket Management, Troubleshooting, Problem Solving.
About us:
We are the UK’s leading provider of Award-Winning HR technology, consulting and advisory services.
We help build a positive culture where people can give their best to drive business success. We do this by taking the complexity out of the HR experience, making it simple, easy to access and agile.
By combining cloud technology, data insight and expert guidance, we help our clients empower their leaders, engage their people and drive efficiency.
We’re not just another tech company or consulting business pretending to understand HR. We do know HR; we live and breathe it.
Our Tech:
Our award-winning employee relations case management system, empower®, is designed to transform how HR leaders and line managers manage people matters. Supported by HR experts and robust HR analytics, we simplify employee relations case management, enabling organisations to drive a positive culture, improve employee experiences, and empower HR leaders to drive an agile, thriving business.
Empower® is a SaaS cloud platform that enables managers to own 90% of people matters and delivers 8 digit Annual Recurring Revenue.
This is what leading retailer Iceland has to say:
“It’s so intuitive. It’s built around how HR advice is actually provided. We’re not fitting around the software; the software fits around us”.
The Customer Support Agent Opportunity:
As a Tier 1 Customer Support Agent, you will be the first point of contact for our customers, providing essential support and ensuring a positive customer experience.
You will handle basic inquiries, troubleshoot common issues, and manage general support requests. Your goal is to resolve customer issues efficiently while maintaining high customer satisfaction.
Where you’ll add value:
+ Responding promptly to customer inquiries via support channels
+ Providing friendly and professional support, ensuring a positive customer experience
+ Diagnosing and resolving basic technical issues related to our product suite
+ Guiding customers through step-by-step solutions and providing clear instructions
+ Logging and managing support tickets in our ticketing system, ensuring accurate and detailed records
+ Prioritising and escalating unresolved issues to Tier 2 Support Specialists as needed
+ Maintaining a deep understanding of our products and services
+ Staying updated on product changes and new features to provide accurate information to customers
+ Contributing to the creation and maintenance of internal and customer-facing knowledge base articles
+ Providing feedback to improve support processes and documentation
+ Gathering and relaying customer feedback to the product and support teams to enhance our product and services
About you:
+ Previous experience in a customer service or support role, preferably in a SaaS or technology environment
+ Strong communication skills, both written and verbal
+ Excellent problem-solving and troubleshooting abilities
+ Empathy and patience when dealing with customer issues
+ Ability to work independently and collaboratively in a team environment
+ Ability to multitask and prioritise tasks effectively
+ Hold a basic understanding of SaaS products and general technical concepts
+ Familiarity with ticketing systems (e.g., Hubspot, Halo, Salesforce) is a plus
+ Technical SQL/Database skills is an advantage
What’s on Offer:
+ Life assurance
+ Pension
+ Holiday purchase scheme
+ Volunteering days
+ Long service awards
+ Contribution towards professional qualifications
+ Contribution towards membership fees
+ Employee assistance programme
+ Health cashback plan
+ And more….
Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.
Application notice... We take your privacy seriously. As you might expect you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details