Customer Support Specialist

Person Centred Software Ltd; Guildford; On-site; GBP 27,000 - 32,000; Full time

Job summary

A technology company in social care seeks a Customer Support Specialist in Guildford. You will be the first point of contact for users, guiding them through queries and solving issues with our SaaS products. Ideal candidates will have customer support experience and strong troubleshooting skills. Benefits include a competitive salary, modern office environment, and various perks.

Benefits

Base salary of £27,000

25 days holiday

Cycle to work scheme

Staff discounts portal

Qualifications

• Proven experience in customer support, ideally within SaaS or tech.
• Strong troubleshooting skills for SaaS platforms.
• Ability to explain complex concepts simply.

Responsibilities

• Serve as the first point of contact for customer inquiries.
• Diagnose and troubleshoot technical issues.
• Educate customers on features and best practices.

Skills

Customer support experience

Troubleshooting skills

Excellent communication skills

Detail-oriented

Passion for technology

Tools

CRM systems

Support ticketing systems

Job description

At Person Centred Software, we’re on a mission to improve the quality of life for people in social care through innovative technology. As a Customer Support Specialist, you’ll be at the heart of this mission — the friendly, knowledgeable voice that our customers turn to when they need help. You’ll be the first point of contact for users of our SaaS products, guiding them through queries, solving problems, and ensuring every interaction leaves them feeling supported, understood, and confident using our solutions.

What You’ll Do

• Serve as the first point of contact for incoming customer inquiries via email, chat, and phone.
• Diagnose and troubleshoot technical and account-related issues, escalating when needed while maintaining ownership of the case.
• Provide clear, easy-to-follow guidance on our products and solutions.
• Maintain a professional, empathetic, and customer-first approach in every interaction.
• Educate customers on features, best practices, and self-service resources to help them get the most from our products.
• Gather and share customer feedback to help improve our products and services.
• Identify recurring issues and recommend process improvements to enhance customer satisfaction.
• Collaborate closely with internal teams to ensure a seamless, consistent support experience.

What You’ll Bring

• Proven experience in customer support, ideally within SaaS or a tech environment.
• Strong troubleshooting skills for SaaS platforms and integrations.
• Experience with APIs, integrations, and cloud-based solutions.
• Familiarity with CRM and support ticketing systems (e.g., Zendesk, Intercom, Freshdesk).
• Excellent written and verbal communication skills, with the ability to explain complex concepts in simple terms.
• A detail-oriented, problem-solving mindset.
• A genuine passion for technology and helping people.
• A commitment to delivering exceptional customer experiences — every time.

What We Offer:

• A base salary of £27,000 and bonusdepending on experience
• Modern town centre offices in Guildford, with opportunityfor ad hoc home working
• 25 days holiday
• Net zero pension scheme
• Additional perks including; cycle to work scheme, staff discounts portal and Employee Assistance Programme

At Person Centred Software, we’re leading the digital revolution in social care. Our technology is reshaping an industry that impacts millions—driving efficiency, improving outcomes, and setting new standards. Every day, your work will help modernise and future-proof social care.

Tech That Transforms–automation, real-time data—our solutions are redefining how social care operates
Join the Market Leader– Trusted by thousands, we set the benchmark for digital transformation in social care
Drive Meaningful Innovation– Work at the forefront of a sector ready for change, where your skills fuel real-world impact
Challenge Yourself, Make a Difference– If you love tech and solving big challenges, we want to hear from you
Work with the Best– Join a team of top-tier professionals passionate about using technology to drive change