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SaaS Support Consultant

2 months ago

Bristol, United Kingdom Hawk 3 Talent Solutions Full time

About the Role:
Hawk 3 Talent Solutions is seeking a dedicated Support Analyst to join our client's dynamic team, specializing in SaaS solutions. This position offers the flexibility of fully remote work.

Team Collaboration:
The team operates primarily from the South West of the UK, and while remote, occasional meet-ups for team lunches are encouraged to foster collaboration and camaraderie.

Work Environment:
Our client is a prominent player in the SaaS industry, serving hundreds of clients across the UK and USA. The support team enjoys a manageable workload, ensuring a balanced work-life experience without the stress of overwhelming ticket volumes.

Career Development:
Joining this organization means becoming part of a culture that prioritizes employee growth, ongoing training, and support from leadership. The role involves nurturing strong relationships with clients and understanding their needs to enhance service delivery.

Key Responsibilities:
1. Address customer service requests promptly and effectively.
2. Maintain high levels of customer satisfaction through excellent communication.
3. Ensure accurate and comprehensive service desk records.
4. Execute regular housekeeping tasks, including data backups.
5. Meet internal KPIs related to service delivery and customer satisfaction.
6. Analyze and resolve technical issues related to the software and customer installations.
7. Take ownership of service requests, keeping clients informed of progress.
8. Participate in departmental meetings to suggest service improvements.

Requirements:
- Proven experience in Service Management, particularly in IT or Customer Services.
- Background in Customer Service or Support for SaaS applications.
- ITIL Certification is preferred.
- Bachelor's Degree or equivalent in a relevant field.
- Familiarity with various Service Management Tools.
- Strong problem-solving and analytical skills.
- Experience in a 2nd line service desk role.

Benefits:
- 26 days of annual leave plus bank holidays, with the potential for additional leave.
- Fully remote working arrangement.
- Necessary technology provided for a home office setup.
- Company pension plan.
- Wellness programs and opportunities for team gatherings.

Hawk 3 Talent Solutions is committed to selecting and developing the best talent, ensuring that all candidates are evaluated based on their suitability for the role.