SaaS Customer Support Agent – L1. Leading HR SaaS – 19262 Ref: 19262

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.

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:

1. Responding promptly to customer inquiries via support channels
2. Providing friendly and professional support, ensuring a positive customer experience
3. Diagnosing and resolving basic technical issues related to our product suite
4. Guiding customers through step-by-step solutions and providing clear instructions
5. Logging and managing support tickets in our ticketing system, ensuring accurate and detailed records
6. Prioritising and escalating unresolved issues to Tier 2 Support Specialists as needed
7. Maintaining a deep understanding of our products and services
8. Staying updated on product changes and new features to provide accurate information to customers
9. Contributing to the creation and maintenance of internal and customer-facing knowledge base articles
10. Providing feedback to improve support processes and documentation
11. Gathering and relaying customer feedback to the product and support teams to enhance our product and services

About you:

1. Previous experience in a customer service or support role, preferably in a SaaS or technology environment
2. Strong communication skills, both written and verbal
3. Excellent problem-solving and troubleshooting abilities
4. Empathy and patience when dealing with customer issues
5. Ability to work independently and collaboratively in a team environment
6. Ability to multitask and prioritise tasks effectively
7. Hold a basic understanding of SaaS products and general technical concepts
8. Familiarity with ticketing systems (e.g., Hubspot, Halo, Salesforce) is a plus
9. Technical SQL/Database skills is an advantage

What’s on Offer:

1. Life assurance
2. Pension
3. Holiday purchase scheme
4. Volunteering days
5. Long service awards
6. Contribution towards professional qualifications
7. Contribution towards membership fees
8. Employee assistance programme
9. Health cashback plan
10. 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.

Apply for this Job

*Full Name:

*Email:

*Phone Number:

*Upload a CV:

Cover Note:

OR upload your Cover Note:

Other Attachments (e.g. design portfolio)

We take your privacy seriously and will only use your personal information to administer your application.

When you apply, we shall process your details and pass your application to our client for review for this vacancy only. We may contact you by email, text or telephone. This processing is conducted lawfully on the basis of our legitimate interests. We use third party service providers in order to process your application swiftly and securely and to keep you updated. Please refer to our Data Privacy Policy & Notice for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.