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SaaS Support Coordinator
2 months ago
About the Role:
Hawk 3 Talent Solutions is collaborating with a prominent client to find a Support Analyst specializing in SaaS/Software solutions for a fully remote position.
Team Dynamics:
The team operates primarily from the South West of the UK, and while remote work is the norm, occasional team meet-ups for lunch can enhance collaboration. Our client is a recognized leader in SaaS platforms, serving a diverse clientele across the UK and USA.
Work Environment:
The support team enjoys a manageable workload, ensuring that team members are not overwhelmed by support tickets. This allows for a balanced work-life experience.
Company Culture:
Joining this organization means becoming part of a vibrant culture that emphasizes career growth, continuous training, and strong support from leadership.
Key Responsibilities:
- Address customer service requests promptly and efficiently.
- Maintain high levels of customer satisfaction through effective communication.
- Ensure accurate and comprehensive service desk records.
- Conduct regular maintenance tasks, such as data backups.
- Meet internal performance targets related to service delivery and customer satisfaction.
- Analyze and resolve technical issues related to the software and customer installations.
- Take ownership of service requests and keep clients informed throughout the process.
- Participate in weekly meetings to discuss service improvements and present ideas for enhancing customer service.
Requirements:
- Extensive experience in Service Management, preferably in IT or Customer Services.
- Proven background in customer support for SaaS applications.
- ITIL Certification is essential.
- A Bachelor's Degree or equivalent in a computer science discipline.
- Familiarity with various Service Management Tools.
- Strong analytical and problem-solving skills.
- Experience in a 2nd line service desk role.
Benefits:
- 26 days of annual leave plus public holidays, with the potential for additional leave.
- Fully remote working arrangement.
- Provision of necessary technology for a home office setup.
- Company pension scheme.
- Wellness programs and opportunities for team gatherings.
Hawk 3 Talent Solutions is dedicated to selecting and developing top talent, ensuring that all evaluations are based solely on job suitability.
