Customer Support Agent

4 weeks ago

Portsmouth, United Kingdom Lead Forensics Full time

**Customer Support**

**Portsmouth, UK**

**Working Hours**:Full time/Permanent 9am to 5:30pm. Bank holiday work may be required to cover global support operations. Hybrid working available.

**Summary**:
We are looking for a customer support superstar who is passionate about problem solving and providing the best possible experience to our global customer base.

**Benefits of working for us**:

- 25 days holiday plus Bank Holidays
- Birthdays off (it’s the most important day of the year)
- 2 paid Charity Volunteering days
- Employee Assistant Programme
- Enhanced sick pay, maternity/paternity pay
- Personal development (books, courses, etc ) sponsored by the company
- Company socials including Summer/Christmas parties and Family Fun-Days
- Free parking and onsite gym facilities
- Pension scheme provided with employer contributions
- Performance related bonuses

**A little about the role, you will**:

- Be part of our core customer facing support team serving a worldwide customer base.
- Develop a strong understanding of our products, enabling our customers to achieve success without any technical barriers.
- Collaborate cross-functionally with our product and development teams to identify and diagnose issues to fix and improve the product experience for our customers.
- Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, whilst documenting common resolutions to enhance knowledge within the wider business.
- Serve as a role model and trusted advisor on the team, showcasing ownership of issues and an exceptional customer experience.
- Understand that as a fast-paced business, the needs and requirements may need to be adapted as the business grows.

**A little about you**:

- Excellent customer service skills
- Find creative problem-solving fulfilling & challenging
- Are self-motivated, always curious, and consistently eager to learn
- Thrive in a dynamic and collaborative environment and are comfortable with ambiguity
- Can take ownership of challenging scenarios and bring them to resolution
- Have a clear, professional, and informative communication style
- Are keen to take their career to the next level and constantly develop themselves

**A bonus if you**:

- Have worked in B2B SaaS before, especially in the sales and marketing industries
- Have a working technical knowledge of HTML, Java Script, and CSS
- Have used customer support tools such as Zendesk, Jira or Freshdesk

**Job Types**: Full-time, Permanent

**Salary**: £23,000.00-£25,000.00 per year

**Benefits**:

- Company events
- Free parking
- Gym membership
- On-site parking
- Sick pay

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Portsmouth: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

Work Location: Hybrid remote in Portsmouth

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