Hybrid SaaS Support Specialist

Omniplex Learning; St Albans; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

25 days annual leave

Private Medical Insurance

Life Insurance

Birthday off

Regular social events

Job summary

Omniplex Learning is seeking a Customer Support Advisor to join our Customer Support & Enablement team. You’ll be the first point of contact for customers, helping resolve queries and ensuring a responsive, professional support experience across our products and services.

You’ll handle first-line support, assess and categorise tickets, escalate complex cases, and maintain accurate records in Salesforce Service Cloud.

Qualifications

• Experience in a customer support environment.
• Excellent written and verbal communication skills.
• Strong time-management skills and ability to prioritise.
• Analytical approach to problem-solving with attention to detail.
• Experience using a CRM or ticketing platform.
• Collaborative and proactive with learning mindset; SaaS/learning tech experience is a plus.

Responsibilities

• Provide first-line support across products and services.
• Take ownership of customer queries and deliver timely resolutions.
• Escalate complex cases to second-line support and other teams as needed.
• Maintain accurate case records and activity histories in Salesforce Service Cloud.
• Support customers across channels: email, phone, video, and community platforms.
• Contribute to knowledge base content and continuous service improvements.

Skills

Customer support

Communication

Organization

Analytical thinking

CRM experience

Team player

Tools

CRM systems

Job description

Omniplex Learning is seeking a Customer Support Advisor to join our Customer Support & Enablement team. You’ll be the first point of contact for customers, helping resolve queries and ensuring a responsive, professional support experience across our products and services.

You’ll handle first-line support, assess and categorise tickets, escalate complex cases, and maintain accurate records in Salesforce Service Cloud.