Customer Support Advisor (SaaS)

TL;DR

Customer Support Advisor (SaaS): Provide first-line support for SaaS products, handling customer inquiries via phone and ticket systems with an accent on logical problem solving and technical coordination. Focus on investigating issues, escalating when necessary, and collaborating with internal teams to ensure customer satisfaction and success.

Location: Hybrid in Wakefield, United Kingdom

Salary: £24,500 - £27,500

Company

hirify.global is a company focused on transforming schools by providing technology and support to improve people management through their SaaS platform SAMpeople.

What you will do

• Provide first-line support to customers purchasing SaaS products via phone and ticket systems.
• Investigate customer queries and determine if escalation to second or third-line support is needed.
• Maintain accurate records of customer interactions and outcomes.
• Collaborate with internal departments and stakeholders to resolve issues efficiently.
• Apply logical and systematic thinking to troubleshoot and resolve problems.
• Continuously improve customer support processes.

Requirements

• Proven experience in customer service or related field, preferably in SaaS.
• Excellent communication and interpersonal skills.
• Strong investigative and problem-solving abilities.
• Proficiency with customer support ticket systems.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively with internal teams and stakeholders.

Culture & Benefits

• 25 days annual leave plus 8 bank holidays and birthday off.
• BUPA Healthcare Cashback plan after probation.
• Pension scheme and professional development opportunities.
• Flexible working options including part-time and term-time hours.
• Supportive and passionate team environment.

Hiring process

• Phone screen.
• First stage interview.
• Second stage interview.