Customer Support Advisor

Person Centred Software Ltd; Guildford; Hybrid; GBP 27,000; Full time

Job summary

An established industry player is seeking a Customer Support Advisor to provide exceptional support for innovative SaaS products. This role involves resolving customer inquiries, troubleshooting technical issues, and enhancing user experience through effective communication and problem-solving. Join a passionate team dedicated to transforming social care through technology, where your contributions will directly impact customer success and drive meaningful innovation. If you thrive in a fast-paced environment and enjoy helping others, this opportunity is perfect for you.

Benefits

Bonus scheme

25 days holiday

Net zero pension scheme

Cycle to work scheme

Staff discounts portal

Employee Assistance Programme

Qualifications

• Experience in customer support, ideally in SaaS or technology.
• Strong problem-solving skills and ability to explain tech concepts simply.

Responsibilities

• Respond to customer inquiries via email, chat, and phone.
• Troubleshoot technical issues and provide clear guidance.

Skills

Customer support experience

Problem-solving skills

Communication skills

Technical explanation

Detail-oriented approach

Tools

Zendesk

Intercom

Freshdesk

Job description

At Person Centred Software, we’re on a mission to deliver exceptional customer support to our customers who use our innovative SaaS products and solutions. As a Customer Support Advisor, you’ll be the go-to expert helping our customers resolve issues, improve their experience, and make the most of our technology. If you have a passion for problem-solving and thrive in a fast-paced, tech-driven environment, we’d love to hear from you!

What You’ll Do:

1. Respond to customer inquiries via email, chat, and phone, ensuring timely and professional support
2. Troubleshoot technical and account-related issues, escalating where necessary while maintaining ownership of the request
3. Provide clear and effective guidance on using our products
4. Maintain a positive, customer-first approach in all interactions
5. Educate customers on best practices, features, and self-service resources
6. Contribute to our knowledge base by creating and updating support articles
7. Identify common issues and suggest process improvements
8. Collaborate with internal teams to enhance the overall customer experience

What You’ll Bring:

1. Customer support experience, ideally in SaaS or technology
2. Strong problem-solving skills with a detail-oriented approach
3. Experience using support tools like Zendesk, Intercom, or Freshdesk
4. Ability to explain technical concepts in simple, user-friendly language
5. Familiarity with APIs, integrations, and cloud-based solutions
6. Excellent communication skills and a passion for customer success

What We Offer:

1. A base salary of up to £27,000 depending on experience
2. Modern town centre offices in Guildford, with opportunity for ad hoc home working
3. Bonus scheme
4. 25 days holiday
5. Net zero pension scheme
6. Additional perks including cycle to work scheme, staff discounts portal and Employee Assistance Programme

At Person Centred Software, we’re leading the digital revolution in social care. Our technology is reshaping an industry that impacts millions—driving efficiency, improving outcomes, and setting new standards. Every day, your work will help modernise and future-proof social care.

Tech That Transforms

Automation, real-time data—our solutions are redefining how social care operates

Join the Market Leader

Trusted by thousands, we set the benchmark for digital transformation in social care

Drive Meaningful Innovation

Work at the forefront of a sector ready for change, where your skills fuel real-world impact

Challenge Yourself, Make a Difference

If you love tech and solving big challenges, we want to hear from you

Work with the Best

Join a team of top-tier professionals passionate about using technology to drive change