Customer Support

GEM Partnership; Bristol; Hybrid; GBP 28,000; Full time

Job summary

A rapidly growing SaaS solutions company in Bristol is looking for a Customer Support Representative to join their team. In this hybrid role, you will be the first point of contact for customer support, addressing inquiries and providing assistance. The ideal candidate will have strong problem-solving and communication skills, with a commitment to delivering excellent customer service. This position offers opportunities for career development and the flexibility to work from home two days a week.

Qualifications

• Ability to work in a fast-paced environment while maintaining a professional attitude.
• Commitment to providing excellent customer service and support.
• Experience in a customer service environment is desirable.

Responsibilities

• Be the first point of contact for customer support requests.
• Interact with customers regarding their inquiries and concerns.
• Log customer records accurately and assist in account setup.
• Deliver online training sessions to customers.

Skills

Problem solving

Communication skills

Interpersonal skills

Customer service

Multi-tasking

Tools

CRM software

Ticket management software

Job description

Customer Support Representative

Circa £28,000 per annum, plus hybrid working. Bristol (Hybrid).

My client is a rapidly growing business who provide SaaS software solutions to organisations across the UK. An opportunity exists to join this Bristol-based business in a Customer Support Representative capacity.

Key Responsibilities

• Be the first point of contact for customer support requests
• Interact with customers to provide and process information in response to their questions, problems, concerns and requests about products and services
• Follow standard processes, procedures and adhere to customer SLAs
• Identify and elevate priority issues to the Management team
• Build a rapport and strong relationship with customers by offering support and advice
• Accurately log and update customer records
• Assist in setting up and maintaining customers' accounts
• Deliver online training sessions
• Adapt to the needs of a growing business

Required Experience/Skills

• A good logical approach to problem solving
• Ability to think on your feet in a highly demanding and fast-moving environment
• Professional attitude and presentation; polite, calm and customer-focused
• Strong multi-tasking ability
• Strong communication with good interpersonal skills
• Commitment to always providing excellent customer service
• Take ownership of situations with a positive and can-do attitude

Desirable Skills

• Experience supporting end users in a customer service environment
• Experience working with SaaS applications/training services
• Experience in using ticket management or CRM software

What does an average day look like?

You will engage with a variety of customers, speaking to people of all ages and technical ability, delivering a service where patience, empathy and building rapport are critical.

This is a fantastic opportunity to join a growing organisation at an exciting time with genuine opportunities for career development and progression and the ability to work 2 days per week from home.

If you feel you have the qualities our client is seeking, please forward your CV and covering letter indicating your current package to Graeme Parker at GEM Partnership or for a discreet conversation call our Newcastle office.