Technical Support Agent

Creditsafe; Cardiff; Hybrid; GBP 30,000 - 50,000; Full time

Job description

WHO WE ARE

For over 25 years, our success and continued growth have been driven by our amazing team and strong company culture. At Creditsafe, culture and engagement are in our blood—we’re proud to make this a fantastic place to work. We want our people to feel like they can be themselves, grow both professionally and personally, and be part of a global crew. We offer a ton of perks to help you balance work and life, including a hybrid work setup that gives you the flexibility to thrive.

With 25 offices across 14 countries, Creditsafe provides instant access to company credit reports in over 160 countries worldwide. No surprise we’re a top spot to work with that kind of stability and global reach!

THE TEAM

You would be working directly with The Global Business Development Team; this team is the engine behind Enterprise sales and support at Creditsafe. We’re a tight-knit group of sales and support pros focused on boosting our Enterprise sales strategy for mid- and high-tier clients. Spread across Europe, we team up with local sales reps and managers to land big, game-changing deals. We’re all about hitting sales targets for the group and making every part of the business more successful. This team is growing fast and is key to the long-term success of our Enterprise STAR program and our 5-Year Company Plan for revenue growth. We’re pushing solution-based selling hard, and the Global Business Development Team is here to level up every salesperson’s skill and experience to win more deals.

WHAT YOU’LL DO

This role focuses on supporting external clients and collaborating with our internal Sales team to address data requests. You’ll serve as the primary analyst, extracting, verifying, and formatting data to meet client needs. Responsibilities include participating in meetings or client visits to resolve technical issues, discussing API integrations, and ensuring clients effectively utilize their Creditsafe contracts and products. This customer-facing position involves documenting custom solutions to assist sales in closing deals and overseeing the delivery and maintenance of these solutions. A successful candidate will demonstrate a strong sense of ownership and pride in delivering value to customers.

KEY RESPONSIBILITIES

• Act as the technical advisor for major clients throughout their engagement.
• Assist clients in developing efficient technical solutions.
• Guide clients through API integrations and address their inquiries.
• Support clients requiring custom data extractions from internal or external databases.
• Collaborate with the data team to promptly produce these custom extracts.
• Adjust data extracts to align with agreed-upon formats when necessary.
• Communicate with customers via their preferred channels—phone, email, Teams, etc.
• Develop clear, comprehensive documentation based on customer requirements.
• Propose ideas to streamline processes and enhance efficiency in data extracts and API workflows.
• Work with the Product and Product Marketing teams to ensure all necessary documentation is prepared.

ADDITIONAL RESPONSIBILITIES

• Assist with various requests across the business as your schedule permits.
• As this role will be supporting North American customers, working hours will begin at 10am, but flexibility is both offered and expected. Occasional support for customers after 6:30 PM UK time may be required.

QUALIFICATIONS

• Excellent communication skills with customers.
• Friendly, approachable demeanor with a client-centric attitude.
• Proficiency in Excel is essential.
• Experience in development or technical product management is a plus.
• Ability to write SQL and work with databases (on-site or cloud) is highly desirable.
• Working knowledge of Python is advantageous.
• Strong understanding of data and database configurations.
• Familiarity with XML and REST-based .json APIs.
• Experience delivering data extracts to clients is advantageous.
• Exceptional writing skills.
• Ability to meet deadlines efficiently.
• Comfortable working independently or as part of a team.
• Knowledge of business information is beneficial but not mandatory.

EDUCATION

• Skills, experience, and attitude are valued more than degrees.
• BA/BS in Computer Science or equivalent experience is preferred but not required.
• Relevant certifications are considered.

WHAT’S IN IT FOR YOU

• Competitive salary.
• Comprehensive benefits package including pension, paid time off, health plan and more.
• Hybrid work arrangement (2-3 days per week in the office after the ramp-up period).
• Opportunity to work for a locally-based yet internationally recognised company.