Customer Support Specialist
1 week ago
About FuseMetrix Group
This is a great opportunity to join an established and growing UK software company, developing powerful all-in-one systems used by a wide range of clients across multiple industries. With a focus on reliability, innovation and long-term partnerships, the business supports customers through every stage of their growth - offering tools that manage everything from day-to-day operations to strategic decision-making. The team is collaborative, solutions-focused, and committed to delivering an excellent customer experience.
The Role
As a Customer Support Specialist, you'll be the first point of contact for customers seeking help with a feature-rich platform. Support is provided via phone, email, and live chat, and queries can range from basic usage to more technical configuration issues - so strong problem-solving skills and an interest in technology are key.
While this is a hands-on support role, it also offers exposure to wider parts of the business, making it a solid entry point for someone interested in developing a longer-term career in customer success, onboarding, or implementation.
Key Responsibilities
- Respond to incoming queries via ticketing system, live chat, email, and phone.
- Troubleshoot and guide users through configuration-based support (no coding required).
- Learn the product in depth to offer accurate, efficient advice.
- Escalate more complex technical issues where needed.
- Contribute to support documentation and internal knowledge sharing.
- Deliver a friendly, solution-focused experience for every customer.
What We're Looking For
- Experience in a customer-facing role (support, service desk, or similar).
- Confident communicator with strong written and verbal skills.
- Technically curious - able to pick up complex systems quickly.
- Calm under pressure and comfortable handling multiple conversations at once.
- A team player who's also happy working independently.
- Previous experience with CRM or support tools is desirable.
What's On Offer?
- Competitive salary.
- Pension scheme and additional benefits.
- Supportive and collaborative team culture.
- Exposure to a modern, complex SaaS product.
- Opportunities to broaden your skills and explore future paths in customer success, account management or implementation.
Job Types: Full-time, Permanent
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
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