In-Office Customer Support Specialist — Product Help

Endex; Greater London; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Health & Dental Insurance

Monthly Wellness Stipend

401K Matching

Job summary

Endex is seeking a Customer Support Specialist to manage the support queue, deliver first responses, and guide customers toward clear solutions. The role emphasizes thorough problem reproduction, context gathering, and timely updates to customers while routing complex issues to Technical Support Engineers.

Ideal candidates will show a strong customer-service instinct, precise written communication, and the ability to prioritize a busy queue.

Qualifications

• Demonstrated customer service mindset and outcome-focused approach.
• Clear written and verbal communication.
• Patient in troubleshooting and asking questions before assumptions.
• Strong organization and queue management.
• Ability to prioritize a busy support queue and maintain updates.

Responsibilities

• Own first response and triage chat and email by urgency.
• Reproduce known issues and explain workflows.
• Gather context and steps to investigate issues.
• Escalate with context to Technical Support Engineers.
• Improve self-service content from recurring answers.

Skills

Customer Service Instinct

Clear Communicator

Patient Investigator

Reliable Organization

Clear Case Management

Ticketing tools

Tools

Ticketing tools

Job description

Endex is seeking a Customer Support Specialist to manage the support queue, deliver first responses, and guide customers toward clear solutions. The role emphasizes thorough problem reproduction, context gathering, and timely updates to customers while routing complex issues to Technical Support Engineers.

Ideal candidates will show a strong customer-service instinct, precise written communication, and the ability to prioritize a busy queue.