Support Consultant

YourPrime; United Kingdom; Remote; GBP 28,000 - 38,000; Full time

Job summary

A leading UK-based SaaS company is seeking a Sales & Support Agent to work remotely. The ideal candidate will balance customer support with proactive sales engagement. Responsibilities include responding to user inquiries, guiding customers through product features, and ensuring satisfaction. A strong background in IT support and customer service is essential, along with excellent communication skills.

Qualifications

• Experience in IT support is ideal.
• Background in accounting, finance, or SaaS is advantageous.
• Enjoy helping customers succeed.
• Experience delivering demos is useful.

Responsibilities

• Respond to user queries via email and phone.
• Guide trial users through the platform and demo features.
• Deliver one-on-one demos and training sessions.
• Ensure customer satisfaction and manage account value.
• Understand why users churn, offer solutions and advocate for customers.
• Collaborate with product and marketing to share insights during sprint reviews.

Skills

1st or 2nd line IT support

Excellent people skills

Managing support tickets

Troubleshooting basic technical issues

Sales upsell

Product demos

Accounting SaaS familiarity

Communication

Freshdesk

Dialpad

Tools

Microsoft 365

Virtual machines

Remote desktop environments

Job description

This range is provided by YourPrime. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Sales & Support Agent | Cloud Accounting Software |

Location: Remote

Type: Full-time, Permanent

Are you a tech-savvy communicator with a passion for helping people get the most out of digital tools? Do you enjoy working across both support and sales, guiding customers and solving problems? If so, we have a fantastic opportunity for you!

Our client, a leading UK-based SaaS company in the cloud accounting space, is looking for a Sales & Support Agent to join their dynamic and growing team. This is a great opportunity for someone who enjoys the balance of customer support and proactive outreach, especially within a financial or tech-focused environment.

What You'll Be Doing

As a Sales & Support Agent, your role will be a varied mix of:

• Customer Support: Respond to user queries via email and phone (Freshdesk & Dialpad), resolve technical/product issues, and keep our online community active and informed.
• Sales Engagement: Reach out to trial users, guide them through the platform, demo features, and convert them into loyal paying customers.
• Product Training: Deliver one-on-one demos and training sessions to help customers unlock the full value of the software.
• Account Management: Ensure customers are happy, supported, and getting value — with an eye toward upsell opportunities.
• Retention & Advocacy: Understand why users churn, offer solutions, and turn satisfied customers into brand champions.
• Team Collaboration: Work closely with product and marketing teams, sharing customer insights and attending regular sprint reviews.

Who They're Looking For

We’re looking for someone who blends a technical mindset with excellent people skills — a background similar to this might be ideal:

• Experience in 1st or 2nd line IT support, with exposure to tools like Microsoft 365, virtual machines, or remote desktop environments.
• Some experience within or supporting clients in accounting, finance, or SaaS would be advantageous
• You enjoy helping customers succeed and are comfortable on the phone and over email.
• Experience in managing support tickets, delivering demos, and troubleshooting basic technical issues.
• You’re organised, proactive, and love collaborating with cross-functional teams.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Customer Service

• Industries

  Software Development

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