Customer Support Advisor

Omniplex Learning; St Albans; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

25 days annual leave

Private Medical Insurance

Life Insurance

Birthday off

Regular social events

Job summary

Omniplex Learning is seeking a Customer Support Advisor to join our Customer Support & Enablement team. You’ll be the first point of contact for customers, helping resolve queries and ensuring a responsive, professional support experience across our products and services.

You’ll handle first-line support, assess and categorise tickets, escalate complex cases, and maintain accurate records in Salesforce Service Cloud.

Qualifications

• Experience in a customer support environment.
• Excellent written and verbal communication skills.
• Strong time-management skills and ability to prioritise.
• Analytical approach to problem-solving with attention to detail.
• Experience using a CRM or ticketing platform.
• Collaborative and proactive with learning mindset; SaaS/learning tech experience is a plus.

Responsibilities

• Provide first-line support across products and services.
• Take ownership of customer queries and deliver timely resolutions.
• Escalate complex cases to second-line support and other teams as needed.
• Maintain accurate case records and activity histories in Salesforce Service Cloud.
• Support customers across channels: email, phone, video, and community platforms.
• Contribute to knowledge base content and continuous service improvements.

Skills

Customer support

Communication

Organization

Analytical thinking

CRM experience

Team player

Tools

CRM systems

Job description

At Omniplex Learning, our mission is simple - to help organisations unlock their potential through exceptional digital learning, all in one place.

We’re looking for a customer-focused and proactive Customer Support Advisor to join our Customer Support & Enablement team. You’ll be the first point of contact for our customers, helping to resolve queries and ensure they receive a responsive, professional and high-quality support experience.

What will you do?

You’ll provide first-line support across our products and services, taking ownership of customer queries and working with colleagues to deliver timely and effective resolutions.

• Act as the first point of contact for customer queries, incidents and service requests across our support channels
• Assess, categorise and prioritise incoming support tickets, resolving first-line issues wherever possible
• Escalate more complex cases to second-line support colleagues and wider business teams when required
• Maintain accurate case records, activity logs and customer interaction histories within Salesforce Service Cloud
• Support customers through multiple channels, including email, telephone, video conferencing and community platforms
• Contribute to Knowledge Base content, knowledge sharing and continuous improvements to our customer support service

Who are we looking for?

You’ll be an organised and customer-focused problem-solver who communicates clearly, stays calm under pressure and takes ownership of delivering a positive customer experience. You'll bring:

• Experience in a customer support, service desk or customer service environment
• Excellent written and verbal communication skills, with a strong commitment to customer satisfaction
• Strong organisation and time-management skills, with the ability to prioritise competing demands
• An analytical approach to problem-solving and excellent attention to detail
• Experience using a CRM or ticketing platform
• A collaborative and proactive approach, with an interest in continuous learning; experience supporting SaaS platforms or learning technologies would be advantageous

What’s in it for you?

• A competitive salary reflective of your experience
• Hybrid working model, with 2-3 days a week based in our office in St Albans
• 25 days annual leave plus bank holidays, and your birthday off
• Inclusive Private Medical Insurance and mental health support
• Group Life Insurance
• Enhanced family friendly policies
• Regular social events and team activities