Remote Solutions Consultant - Customer Support

Orange Logic; United Kingdom; Remote; GBP 30,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Remote-first culture

Career growth opportunities

Job summary

Orange Logic is seeking a Customer Support Specialist to act as a trusted consultant, resolving software issues and optimizing client workflows. You will diagnose problems, provide white-glove support, and proactively drive adoption of new features, while collaborating with product and engineering teams.

Ideal candidates have 2+ years in enterprise SaaS support, strong communication, and experience with DAM systems.

Qualifications

• Bachelor’s Degree, preferably in STEM.
• 2+ years in technical support, customer success, or implementation for enterprise software or SaaS platforms.
• Fluency in using AI tools to accelerate your own work, and the judgment to critically evaluate and correct AI output rather than take it at face value
• Excellent problem-solving skills with a customer-first mindset
• Clear and confident verbal and written communication skills; able to convey complex ideas simply
• Proficiency with tools such as G-Suite, ticketing platforms (e.g., Zendesk, Freshdesk), or CRM systems
• Experience managing and prioritizing multiple client issues in a fast-paced, high-touch support environment
• Comfortable with technical concepts and eager to learn new systems, APIs, and configurations
• Strong interpersonal skills and empathy when handling challenging client interactions
• Familiarity with Digital Asset Management (DAM) systems or enterprise content tools, preferred

Responsibilities

• Serve as a primary point of contact and trusted consultant for clients seeking assistance with software issues, usage questions, or system optimization
• Diagnose, troubleshoot, and resolve software-related challenges in client environments, escalating complex issues as needed
• Deliver white-glove support, building trust and confidence with clients by providing accurate, helpful, and timely solutions
• Conduct proactive client outreach to ensure satisfaction, adoption, and engagement with new features or workflows
• Partner with clients to translate business needs into technical workflows, offering best-practice recommendations
• Document client interactions, solutions, and product feedback for use in knowledge bases and internal product discussions
• Identify and advocate for enhancements and usability improvements based on recurring client pain points or feedback
• Collaborate with Implementation Specialists, Product, and Engineering teams to ensure seamless handoffs and unified client experiences
• Lead or assist with client training sessions focused on software functionality, workflow customization, or new releases
• Continuously refine support processes to improve responsiveness, efficiency, and customer satisfaction

Skills

2+ years in technical support

AI tools fluency

Problem solving

Communication skills

G-Suite & ticketing/CRM tools

Multi-tasking in high-touch env

Technical concepts & APIs

Interpersonal skills & empathy

DAM familiarity

Education

Bachelor’s Degree in STEM

Tools

Zendesk

Freshdesk

CRM systems

Job description

Orange Logic is seeking a Customer Support Specialist to act as a trusted consultant, resolving software issues and optimizing client workflows. You will diagnose problems, provide white-glove support, and proactively drive adoption of new features, while collaborating with product and engineering teams.

Ideal candidates have 2+ years in enterprise SaaS support, strong communication, and experience with DAM systems.