Customer Support Representative
Job description
Full-Time | Flexible Start Date
Via is supporting a global technology company to recruit a Customer Support Representative to join its growing customer support team.
This is a fantastic opportunity for someone with experience in customer support, SaaS, account support or service-focused roles who enjoys solving problems, building relationships and helping customers get the most value from digital products.
You’ll support businesses and users across multiple channels, working closely with teams including Sales, Customer Success and Product to deliver an exceptional customer experience.
The Role
As a Business Support Representative, you’ll be a key point of contact for customers, helping them troubleshoot issues, understand the platform and get the support they need.
You’ll manage customer queries through email, chat and phone, while also contributing to improving support processes, creating helpful resources and sharing knowledge across the wider team.
This role is ideal for someone who is organised, customer-focused and enjoys working in a fast-paced technology environment.
What You’ll Be Doing
Provide customer support through email, chat, phone and digital communication channelsSupport businesses and users with product queries and troubleshootingInvestigate and resolve technical issues affecting customer experienceManage incoming support requests and ensure customers receive timely responsesCreate and maintain customer guides and self-service resourcesWork closely with Sales, Customer Success and Product teamsShare customer feedback to improve products and processesMaintain accurate records using support systems and CRM toolsDeliver consistently high-quality service while working towards team KPIsCollaborate with global support teams to share knowledge and best practice
What We’re Looking For
We’re interested in candidates from backgrounds such as:
Customer Support SpecialistCustomer Service AdvisorCustomer Success ExecutiveClient Support SpecialistSaaS Support RepresentativeTechnical Support AdvisorHelpdesk AnalystService Desk AnalystAccount Support ExecutiveBusiness Support ExecutiveOperations Coordinator
You’ll also have:
Experience working in a customer-facing support roleExcellent written and verbal communication skillsStrong organisation skills and the ability to manage multiple requestsA calm and professional approach when solving customer issuesConfidence explaining products and processes to customersExperience working towards service levels or performance targetsComfortable using technology and learning new systemsSaaS or digital product support experienceKnowledge of tools such as Zendesk, Salesforce, Slack or JiraExperience supporting e-commerce platformsUnderstanding of technical concepts or software products
What’s On Offer
Bonus opportunityHybrid working options25 days annual leave, increasing with servicePension and life insuranceHealth cash plan and online GP supportEmployee Assistance ProgrammeLearning and development opportunitiesSeason ticket loan and Cycle to Work schemeCentral London office with social spaces and regular team eventsDiscounts across thousands of retailers and services
If you're passionate about helping customers, enjoy solving problems and want to build your career within a global technology business, we'd love to hear from you.