SaaS Customer Support Agent - L1. Leading HR SaaS

VoiceWorks; Leeds; Remote; GBP 25,000 - 31,000; Full time

Job summary

Join a dynamic team as a Tier 1 Customer Support Agent, where your problem-solving skills will shine! This remote role involves being the first point of contact for customers, providing essential support, and ensuring a positive experience. You will handle inquiries, troubleshoot issues, and manage support tickets while contributing to a collaborative environment. With a flexible work schedule and a comprehensive benefits package, including life assurance and a pension scheme, this opportunity is perfect for those passionate about customer service in a SaaS environment. Take the next step in your career and make a real impact on the customer journey!

Benefits

Life Assurance

Pension

Holiday Purchase Scheme

Volunteering Days

Long Service Awards

Professional Qualifications Contribution

Membership Fees Contribution

Employee Assistance Programme

Health Cashback Plan

Qualifications

• Experience in customer service or support, ideally in SaaS.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Respond to customer inquiries and support requests promptly.
• Diagnose and resolve basic technical issues related to products.
• Log and manage support tickets ensuring accurate records.

Skills

Customer Service

Customer Support

Ticket Management

Troubleshooting

Problem Solving

Tools

Hubspot

Halo

Salesforce

SQL/Database

Job description

Are you passionate about solving problems and delivering exceptional customer experiences?

This is your opportunity to join a dynamic team, grow your expertise in SaaS and technology, and make a real impact on the customer journey. If you’re a problem-solver with a passion for helping others, we’d love to welcome you aboard!

Ready to move your career forward?

Role Info:

Customer Support Agent (Tier 1)
Remote based with visits to Ellesmere Port or Bradford
£25,454 - £30,454
Plus Benefits Package Including Pension, Life Assurance, Employee Assistance Programme, Discounted Gym Memberships and More…
Hours: 37.5 hours per week with the ability to work flexible hours between 08:00-19:00, Monday - Friday

Reporting to: Customer Support Operations Manager

Your Background / Skills: Customer Service, Customer Support, Ticket Management, Troubleshooting, Problem Solving.

The Customer Support Agent Opportunity:

As a Tier 1 Customer Support Agent, you will be the first point of contact for our customers, providing essential support and ensuring a positive customer experience.

You will handle basic inquiries, troubleshoot common issues, and manage general support requests. Your goal is to resolve customer issues efficiently while maintaining high customer satisfaction.

Where you’ll add value:

1. Responding promptly to customer inquiries via support channels
2. Providing friendly and professional support, ensuring a positive customer experience
3. Diagnosing and resolving basic technical issues related to our product suite
4. Guiding customers through step-by-step solutions and providing clear instructions
5. Logging and managing support tickets in our ticketing system, ensuring accurate and detailed records
6. Prioritising and escalating unresolved issues to Tier 2 Support Specialists as needed
7. Maintaining a deep understanding of our products and services
8. Staying updated on product changes and new features to provide accurate information to customers
9. Contributing to the creation and maintenance of internal and customer-facing knowledge base articles
10. Providing feedback to improve support processes and documentation
11. Gathering and relaying customer feedback to the product and support teams to enhance our product and services

About you:

1. Previous experience in a customer service or support role, preferably in a SaaS or technology environment
2. Strong communication skills, both written and verbal
3. Excellent problem-solving and troubleshooting abilities
4. Empathy and patience when dealing with customer issues
5. Ability to work independently and collaboratively in a team environment
6. Ability to multitask and prioritise tasks effectively
7. Hold a basic understanding of SaaS products and general technical concepts
8. Familiarity with ticketing systems (e.g., Hubspot, Halo, Salesforce) is a plus
9. Technical SQL/Database skills is an advantage

What’s on Offer:

1. Life assurance
2. Pension
3. Holiday purchase scheme
4. Volunteering days
5. Long service awards
6. Contribution towards professional qualifications
7. Contribution towards membership fees
8. Employee assistance programme
9. Health cashback plan
10. And more….

Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.