Hybrid SaaS Support Advisor - Customer Care Specialist

Omniplex Learning; St Albans; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Hybrid working model

2-3 days in office (St Albans)

25 days annual leave

Private Medical Insurance

Group Life Insurance

Enhanced family friendly policies

Regular social events

Job summary

Omniplex Learning in the United Kingdom is seeking a Customer Support Advisor to join our Customer Support & Enablement team. You’ll be the first point of contact for customers, delivering responsive, professional support across our products and services.

You will handle first-line queries, log and categorize tickets, escalate complex cases, and contribute to knowledge base content, while using Salesforce Service Cloud to maintain accurate records and ensure a high-quality customer experience.

Qualifications

• Experience in a customer support, service desk or customer service environment.
• Excellent written and verbal communication skills, with strong commitment to customer satisfaction.
• Strong organisation and time-management skills, with ability to prioritise competing demands.
• Experience using a CRM or ticketing platform, ideally Salesforce Service Cloud.

Responsibilities

• Act as the first point of contact for customer queries, incidents and service requests across our support channels.
• Assess, categorise and prioritise incoming support tickets, resolving first-line issues where possible.
• Escalate more complex cases to second-line support colleagues and wider teams when required.
• Maintain accurate case records, activity logs and customer interaction histories within Salesforce Service Cloud.
• Support customers through multiple channels, including email, telephone, video conferencing and community platforms.
• Contribute to Knowledge Base content and continuous improvements to our customer support service.

Skills

Customer-focused

Problem-solving

Clear communication

Organised

Time management

Salesforce Service Cloud experience

Tools

Salesforce Service Cloud

Job description

Omniplex Learning in the United Kingdom is seeking a Customer Support Advisor to join our Customer Support & Enablement team. You’ll be the first point of contact for customers, delivering responsive, professional support across our products and services.

You will handle first-line queries, log and categorize tickets, escalate complex cases, and contribute to knowledge base content, while using Salesforce Service Cloud to maintain accurate records and ensure a high-quality customer experience.