Technical Support I - Tier 1

Talantir; Liverpool; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Private medical insurance

Life insurance 4x salary

Medicash cash plan

Employee Assistance Programme (EAP)

Paid annual leave 21 days + holidays

Cycle to work

Pension scheme

ERGs

Free parking

Job summary

Reputation in Liverpool is seeking a Technical Support specialist to be the first point of contact for users, resolving frontline issues and guiding customers to get the most from our platform.

You will manage a high volume of requests, collaborate with Tier II, and contribute to documentation and knowledge base improvements while thriving in a fast-paced, hybrid work environment.

Qualifications

• 0–2 years technical support, customer support, or SaaS experience.
• Experience with Salesforce or similar CRM tools is strongly preferred.
• Familiarity with social media or online reputation tools is a plus.

Responsibilities

• Serve as frontline contact for customer issues via phone, email, and chat.
• Troubleshoot and resolve basic to moderately complex issues using internal documentation.
• Triage and elevate complex problems to Tier II with detailed case notes.
• Maintain documentation accuracy within Salesforce.
• Educate customers on platform features and best practices.
• Contribute to support knowledge base content and improvements.

Skills

Technical support

SaaS experience

Salesforce

CRM tools

Excel

Communication skills

Fast-paced environment

Tools

Salesforce

Job description

About Reputation

Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.

Your Role At Reputation

This is your opportunity to join a dynamic and customer-obsessed technical support team at Reputation, where you’ll be the first point of contact for users seeking help with our platform. As Technical Support, your ability to resolve frontline issues sets the tone for every customer’s journey. You’ll play a pivotal role in ensuring that our clients feel supported, understood, and empowered to get the most out of our technology. This role also directly contributes to the feedback loop that improves our products, documentation, and customer experience processes across departments.

You will manage a high volume of customer support requests and take ownership of resolving common technical issues. Using internal tools, troubleshooting guides, and collaboration with Tier II, you will ensure each customer gets timely, accurate help. Your efforts will influence customer satisfaction, onboarding success, and overall platform trust.

How You'll Shape The Experience

• Serve as the frontline contact for customer issues via phone, email, and chat.
• Troubleshoot and resolve basic to moderately complex issues using internal documentation.
• Triage and elevate complex problems to Tier II with detailed case notes.
• Maintain documentation accuracy and quality within Salesforce.
• Educate customers on platform features and best practices.
• Contribute to support knowledge base content and improvements.

The Skills That Set You Apart

• 0–2 years technical support, customer support, or SaaS experience.
• Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change).
• Strong verbal and written communication skills.
• Experience with Salesforce or similar CRM tools, strongly preferred.
• Basic Excel knowledge and comfort with technical documentation.
• Familiarity with social media or online reputation tools is a plus.
• Detail-oriented and focused on resolving customer pain points quickly.
• Empathetic and able to translate technical information into everyday language.
• Thrives in high-volume, fast-moving environments.
• Highly collaborative, eager to learn, and always looking for ways to improve the customer experience.
• Flexible, adaptable, and willing to take initiative.

Where You'll Connect & Collaborate

Your main HQ is our Liverpool office, but we know great work can happen anywhere. You’ll have the flexibility of a hybrid schedule, joining us in person on Tuesdays and Wednesdays (subject to change) and working from home the rest of the week.

Our Benefits & Perks

• Fully funded private medical insurance for you and your family – we cover 100% of the premium, so you can focus on what matters most: your health and wellbeing.
• Life insurance at 4x your annual salary, giving extra peace of mind for you and your loved ones.
• Company-funded Medicash cash plan for employees and dependent children.
• Employee Assistance Programme (EAP) – confidential mental health, wellbeing and practical support whenever you need it.
• 21 days’ paid annual leave plus all UK bank holidays, and on top of that, enjoy 6 additional company-wide "Extended Company Holidays" each year dedicated wellness days where the entire Office switches off together to rest, reset, and prioritise wellbeing.
• Cycle to Work, Home & Tech Schemes, saving you up to 8% on products while spreading the cost interest-free over 12 months.
• Pension scheme with Scottish Widows via salary sacrifice.
• Employee Resource Groups (ERGs) that foster connection, belonging, and shared experiences.
• Free on-site car parking at our Liverpool office.
• Free snacks and drinks to keep you fueled throughout the day, plus £15 towards lunch on core days via Deliveroo when working from the office.
• Gym membership reimbursement up to £20 per month to support your physical wellbeing.
• Opportunities to get involved in giveback and cultural activities, helping you make a positive impact beyond your day-to-day role.
• Mortgage Advice Service, access to a team of over 70 dedicated experts in getting you the best deal on your mortgage with no brokerage fees.

We are proud to be an equal opportunity employer and strongly value diversity within our company. We are committed to ensuring a workplace free from discrimination, where everyone is treated fairly regardless of race, religion, ethnicity, gender, sexual orientation, age, marital status, disability, or any other protected characteristic. We believe that diverse perspectives foster innovation and contribute to our shared success, and we welcome all individuals to join us in creating an inclusive environment.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.