Customer Support Representative

Via; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Bonus opportunity

Hybrid working options

25 days annual leave

Pension and life insurance

Health cash plan and online GP support

Employee Assistance Programme

Learning and development opportunities

Season ticket loan and Cycle to Work

Job summary

Via is seeking a Customer Support Representative to join its growing team, delivering excellent multi-channel support for businesses and users of digital products. You’ll help troubleshoot issues, understand the platform, and ensure customers receive timely, helpful responses.

You’ll collaborate with Sales, Customer Success and Product teams, creating knowledge resources and contributing to improved support processes in a fast-paced tech environment.

Qualifications

• Experience in customer-facing support role.
• Excellent written and verbal communication skills.
• Familiarity with SaaS products and support KPIs.

Responsibilities

• Provide customer support through email, chat, phone and digital channels.
• Support businesses and users with product queries and troubleshooting.
• Investigate and resolve technical issues affecting customer experience.
• Manage incoming support requests and ensure customers receive timely responses.
• Create and maintain customer guides and self-service resources.
• Work closely with Sales, Customer Success and Product teams.
• Share customer feedback to improve products and processes.
• Maintain accurate records using support systems and CRM tools.

Skills

Customer support

SaaS

Account support

Problem solving

Relationship building

Communication skills

Multi-channel support

Tools

Zendesk

Salesforce

Slack

Jira

Job description

Full-Time | Flexible Start Date

Via is supporting a global technology company to recruit a Customer Support Representative to join its growing customer support team.

This is a fantastic opportunity for someone with experience in customer support, SaaS, account support or service-focused roles who enjoys solving problems, building relationships and helping customers get the most value from digital products.

You’ll support businesses and users across multiple channels, working closely with teams including Sales, Customer Success and Product to deliver an exceptional customer experience.

The Role

As a Business Support Representative, you’ll be a key point of contact for customers, helping them troubleshoot issues, understand the platform and get the support they need.

You’ll manage customer queries through email, chat and phone, while also contributing to improving support processes, creating helpful resources and sharing knowledge across the wider team.

This role is ideal for someone who is organised, customer-focused and enjoys working in a fast-paced technology environment.

What You’ll Be Doing

• Provide customer support through email, chat, phone and digital communication channels
• Support businesses and users with product queries and troubleshooting
• Investigate and resolve technical issues affecting customer experience
• Manage incoming support requests and ensure customers receive timely responses
• Create and maintain customer guides and self-service resources
• Work closely with Sales, Customer Success and Product teams
• Share customer feedback to improve products and processes
• Maintain accurate records using support systems and CRM tools
• Deliver consistently high-quality service while working towards team KPIs
• Collaborate with global support teams to share knowledge and best practice

What We’re Looking For

We’re interested in candidates from backgrounds such as:

• Customer Support Specialist
• Customer Service Advisor
• Customer Success Executive
• Client Support Specialist
• SaaS Support Representative
• Technical Support Advisor
• Helpdesk Analyst
• Service Desk Analyst
• Account Support Executive
• Business Support Executive
• Operations Coordinator

You’ll also have:

• Experience working in a customer-facing support role
• Excellent written and verbal communication skills
• Strong organisation skills and the ability to manage multiple requests
• A calm and professional approach when solving customer issues
• Confidence explaining products and processes to customers
• Experience working towards service levels or performance targets
• Comfortable using technology and learning new systems
• SaaS or digital product support experience
• Knowledge of tools such as Zendesk, Salesforce, Slack or Jira
• Experience supporting e-commerce platforms
• Understanding of technical concepts or software products

What’s On Offer

• Bonus opportunity
• Hybrid working options
• 25 days annual leave, increasing with service
• Pension and life insurance
• Health cash plan and online GP support
• Employee Assistance Programme
• Learning and development opportunities
• Season ticket loan and Cycle to Work scheme
• Central London office with social spaces and regular team events
• Discounts across thousands of retailers and services

If you're passionate about helping customers, enjoy solving problems and want to build your career within a global technology business, we'd love to hear from you.