Customer Support Agent (ERP)

TL;DR

Customer Support Agent (ERP): Delivering high-quality L1 customer support and initial issue triage for a software platform with an accent on clear customer communication and effective ticket management. Focus on handling inbound contacts, performing basic troubleshooting, and ensuring accurate escalation of complex issues to L2.

Location: Ashby-De-La-Zouch, Leicestershire, United Kingdom

Company

hirify.global is a software company providing specialized solutions for the space planning and design industry.

What you will do

• Manage inbound customer contacts via phone and other support channels.
• Log, track, and manage customer issues within the ticketing system.
• Perform initial triage and basic technical troubleshooting of reported issues.
• Communicate clearly with customers to set expectations and timelines.
• Provide regular updates to customers regarding the progress of their tickets.
• Escalate complex issues to L2 support with clear and accurate documentation.

Requirements

• Previous experience in customer service or support (preferred).
• Experience using ticketing or CRM systems (beneficial).
• Basic technical aptitude and a willingness to learn.
• Strong customer empathy and ability to build rapport.
• Excellent verbal and written communication skills.
• Availability for a 6-month fixed-term contract (maternity cover).

Nice to have

• Experience with ERP systems.

Culture & Benefits

• Frontline role with direct impact on customer experience.
• Professional environment emphasizing attention to detail and accuracy.
• Structured support hierarchy with clear escalation paths to L2.