Client Support Specialist

TL;DR

Client Support Specialist: Providing exceptional client service and technical support for SaaS ticketing platforms with an accent on troubleshooting, client relationship management, and multi-tasking in a fast-paced environment. Focus on diagnosing software and integration issues, managing support cases end-to-end, and collaborating across teams to enhance customer experience.

Location: Hybrid in Exeter, United Kingdom

Salary: £25,000 - £27,000 per year

Company

hirify.global provides award-winning software solutions to the Tourism, Leisure and Events industries, serving over 600 venues globally with a focus on SaaS ticketing platforms.

What you will do

• Handle inbound calls, support tickets, and online chats professionally and swiftly
• Take ownership of support cases and ensure timely resolution
• Troubleshoot platform, POS, and ticketing issues, escalating bugs as needed
• Support client onboarding and maximize platform usage
• Collaborate with internal teams including Business Development and Project Management
• Contribute to and maintain internal knowledge base and share insights with leadership

Requirements

• Location: Must be based in or near Exeter, United Kingdom
• Experience with Jira or similar ticketing systems
• Strong troubleshooting and analytical problem-solving skills
• Proven experience in technical support or support desk environment
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment

Nice to have

• Understanding of POS and ticketing platforms
• Basic SQL and database reporting knowledge
• Familiarity with payment systems and transaction flows
• Knowledge of Google Analytics, CMS, and website structure
• Ability to interpret AWS logs and system data

Culture & Benefits

• 25 days holiday plus bank holidays with time in lieu for worked bank holidays
• Nest Pension scheme and discretionary company bonus
• Annual training budget for personal development
• Company events and a friendly, collaborative work environment
• Work-life balance in scenic Exeter, Devon