Hybrid SaaS Technical Support Analyst (ITIL)

Bottomline; Reading; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in business payments is seeking a Customer Service representative to join their team in Reading. This hybrid role involves diagnosing and resolving customer queries, ensuring high service levels, and working within a structured case management system. Ideal candidates will have experience in customer service, particularly in a SaaS environment, and possess strong communication and problem-solving skills.

Qualifications

• 2+ years in customer service or customer success in a SaaS environment.
• Experience in an omni-channel environment.
• Knowledge of networking and ITIL.

Responsibilities

• Handle and resolve customer queries via phone, email, and chat.
• Manage cases within strict Service Level Agreements.
• Work collaboratively with other teams to resolve issues.

Skills

Customer Service

Problem Diagnosis

Communication

Multi-tasking

ITIL Methodology

Tools

CRM Software

Windows Server

Windows Desktop OS

Job description

A leading company in business payments is seeking a Customer Service representative to join their team in Reading. This hybrid role involves diagnosing and resolving customer queries, ensuring high service levels, and working within a structured case management system. Ideal candidates will have experience in customer service, particularly in a SaaS environment, and possess strong communication and problem-solving skills.