Support Consultant

JR United Kingdom; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading UK-based SaaS company is seeking a Sales & Support Agent to provide customer support and sales engagement. This remote role involves guiding customers through the platform, resolving issues, and ensuring customer satisfaction. Ideal candidates will have a technical mindset and excellent communication skills, with experience in IT support and familiarity with accounting or finance.

Qualifications

• Experience in 1st or 2nd line IT support.
• Experience managing support tickets and delivering demos.

Responsibilities

• Respond to user queries via email and phone.
• Deliver one-on-one demos and training sessions.
• Work closely with product and marketing teams.

Skills

Customer Support

Technical Troubleshooting

Communication

Collaboration

Education

Experience in IT support

Experience in accounting or finance

Tools

Microsoft 365

Freshdesk

Dialpad

Job description

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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.