SaaS Support Specialist — Hybrid Work & Growth

Fourth Enterprises LLC.; Macclesfield; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Holidays 25–30 days

Hybrid working

Wellness and gym discounts

Laptop provided

Healthcare expense claim tools

Certifications support

Annual meet ups

Pension and life insurance

On-demand pay tools

Job summary

Fourth Enterprises LLC, based in Macclesfield, is seeking a Customer Support Specialist to join our frontline team. You will provide software support for UK and US customers, resolve issues, and maintain strong customer relationships to ensure exceptional service.

The role offers hybrid working environments and opportunities to develop into a technical specialist or move internally within other Fourth departments after you join us.

Qualifications

• Experience using Zendesk ticketing and helpdesk tools.
• Experience with Microsoft Office (Word, Excel, Outlook).
• Excellent verbal and written communication skills.
• ITIL background is a plus.

Responsibilities

• Provide software support for UK/US customers.
• Diagnose whether issues are user- or system-related and triage accordingly.
• Handle or re-assign queries as appropriate.
• Regularly update customers on case progress.
• Meet or exceed Service Level Agreements at all times.
• Primary responder to incoming calls with a helpful, speedy resolution.
• Build strong working relationships with customers and colleagues.

Skills

Zendesk experience

MS Office

Verbal and written communication

ITIL background

Job description

Fourth Enterprises LLC, based in Macclesfield, is seeking a Customer Support Specialist to join our frontline team. You will provide software support for UK and US customers, resolve issues, and maintain strong customer relationships to ensure exceptional service.

The role offers hybrid working environments and opportunities to develop into a technical specialist or move internally within other Fourth departments after you join us.