Customer Support Advisor

GEM Partnership; West of England; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

GEM Partnership in Bristol is seeking a Customer Support Advisor to join a fast-growing SaaS business. You will be the first point of contact for customer inquiries and help users understand our product and services.

You will log and update customer records, assist in setting up accounts, and deliver online training sessions while adhering to SLAs as the company scales. A strong communicator with problem-solving skills and a customer-first attitude is essential to build rapport and support a

Qualifications

• Experience supporting end users in a customer service environment.
• Experience with SaaS applications.
• Experience using ticket management or CRM software.
• Ability to log and update customer records accurately.
• Strong communication and problem-solving skills.

Responsibilities

• Be the first point of contact for customer support requests.
• Interact with customers to provide information and resolve questions about products.
• Follow processes and adhere to SLAs.
• Log and update customer records accurately.
• Deliver online training sessions.
• Support account setup and promote customer satisfaction.

Skills

Customer support

SaaS experience

CRM software

Problem solving

Communication

Multi-tasking

Tools

Ticketing system

CRM software

Job description

Customer Support

£26,000-£28,000 per annum

Bristol (Hybrid)

Our client is a fast-scaling SaaS business that is transforming how customers in their sector manage risk, knowledge and commercial performance. With a unique and market-leading product suite already trusted by major industry players, they are entering a significant growth phase.

Backed by a clear and ambitious roadmap, the business is set to double in size over the next 3 years as it accelerates product adoption across the UK and global markets. As part of this journey, they are seeking a Customer Support Advisor to support their fast-growing customer base.

The Role

• 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
• Ability to adapt to the needs of a growing business.

The Person

• Experience supporting end users in a customer service environment
• Experience working with SaaS applications/training services
• Experience in using ticket management or CRM software
• 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 communicator with good interpersonal skills
• Commitment to always providing excellent customer service
• Take ownership of situations with a positive and can-do attitude.

This is a fantastic opportunity to join a growing organisation at an exciting time. You will engage with a variety of customers, speak to people of all ages and technical ability, and deliver a service where patience, empathy and building rapport are critical.

We are committed to fair, consistent, and inclusive recruitment practices, and all applications are reviewed in line with relevant employment legislation and our equal opportunities principles.