Customer Support Representative

JR United Kingdom; Slough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading global SaaS company in Reading is seeking a Customer Support Representative to manage technical support and customer inquiries. The ideal candidate will possess strong technical skills, a passion for customer satisfaction, and a methodical approach to problem-solving. You will be responsible for troubleshooting issues and ensuring top-notch service standards while working collaboratively across departments.

Qualifications

• Customer-facing role experience is mandatory.
• Experience with SaaS and CRM/ERP solutions is a plus.
• Strong communication, time management, and documentation skills essential.

Responsibilities

• Handle incoming customer requests and manage cases with full accountability.
• Develop expertise in the SaaS platform and recognize patterns in recurring issues.
• Collaborate with internal departments and external stakeholders daily.

Skills

Customer-facing experience

Technical skills

Strong communication skills

Time management skills

Structuring tasks

Documentation skills

Self-reflection

Tools

Salesforce

SAP

Job description

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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.