Customer Service Representative

1 week ago


Bowling, West Dunbartonshire, United Kingdom Recruitment Revolution Full time
About Us
We are a UK-based company that specialises in providing Award-Winning HR technology, consulting and advisory services. Our mission is to simplify employee relations case management, enabling organisations to drive a positive culture, improve employee experiences, and empower HR leaders to drive an agile, thriving business.

Salary
The salary for this role is £25,454 - £30,454 per annum, plus a comprehensive benefits package.

Job Requirements
As a Tier 1 Customer Support Agent, your primary responsibility will be to provide exceptional customer support, handling basic inquiries, troubleshooting common issues, and managing general support requests. You will also be responsible for logging and managing support tickets in our ticketing system, ensuring accurate and detailed records.

Key Responsibilities
* Responding promptly to customer inquiries via support channels* Providing friendly and professional support, ensuring a positive customer experience* Diagnosing and resolving basic technical issues related to our product suite* Guiding customers through step-by-step solutions and providing clear instructions* Logging and managing support tickets in our ticketing system, ensuring accurate and detailed records* Prioritising and escalating unresolved issues to Tier 2 Support Specialists as needed* Maintaining a deep understanding of our products and services* Staying updated on product changes and new features to provide accurate information to customers* Contributing to the creation and maintenance of internal and customer-facing knowledge base articles* Providing feedback to improve support processes and documentation* Gathering and relaying customer feedback to the product and support teams to enhance our product and services

Requirements
To succeed in this role, you will need: previous experience in a customer service or support role, preferably in a SaaS or technology environment; strong communication skills, both written and verbal; excellent problem-solving and troubleshooting abilities; empathy and patience when dealing with customer issues; ability to work independently and collaboratively in a team environment; ability to multitask and prioritise tasks effectively; hold a basic understanding of SaaS products and general technical concepts; familiarity with ticketing systems (e.g., Hubspot, Halo, Salesforce) is a plus; technical SQL/Database skills is an advantage.

What's On Offer
We offer a comprehensive benefits package, including life assurance, pension, holiday purchase scheme, volunteering days, long service awards, contribution towards professional qualifications, contribution towards membership fees, employee assistance programme, health cashback plan, and more.

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