Customer Support Representative

MarkJames Search; Reading; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading global SaaS company is seeking a Customer Support Representative for a hybrid role in Reading. This position involves becoming a technical expert in SaaS fleet management products, managing customer interactions, and ensuring high levels of customer satisfaction through effective problem-solving and communication skills. The ideal candidate will have experience in customer-facing roles, with strong abilities in communication and time management.

Qualifications

• Experience in a customer-facing role is mandatory.
• Experience with SaaS solutions is a plus.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Handle incoming customer requests with technical accountability.
• Recognize patterns for recurring issues to enhance resolution efficiency.
• Collaborate with other departments and manage customer interactions.

Skills

Communication

Listening

Time Management

Problem Solving

Technical Skills

Tools

Salesforce

SAP

Job description

Customer Support Representative

12 Month Contract

Hybrid - Reading

We are hiring a customer support representative to join our client, a global SaaS company in Reading.

Role

• Become a technical expert of our SaaS platform and develop a deep understanding of the fleet management space;
• Serve as Technical Customer Support professional dealing with technical matters related to SaaS (Software as a Service) fleet management products and solutions;
• Handle incoming customer requests, both from external and internal calls & emails by raising and managing cases with end-to-end accountability; this includes but is not limited to investigating & troubleshooting, analyzing, finding resolution, validating, escalating and communicating with related stakeholders;
• Actively work with other departments in the organization as well as deal with customers and vendors on a daily basis;
• Recognise the patterns for recurring issues and take necessary actions to achieve fastest possible resolution and assure the highest customer satisfaction level;

What we’re looking for…

The ideal candidate is a Customer Support professional with good technical skills and a clear understanding of what drives customer satisfaction.

The person we are looking for should have well developed skills listed below:

• Experience in a customer-facing role (mandatory);
• Experience with SaaS (Software as a Service) solutions is a plus (not mandatory);
• Experience with CRM & ERP systems - Salesforce and SAP would be preferred (not mandatory);
• Strong communication and listening skills;
• Well-developed time management and prioritization skills;
• Structured “can-do” approach to open matters and tasks in a demanding environment;
• Methodical and conscientious documentation skills;
• Willingness to develop while identifying opportunities over self-reflection.