Customer Service Advisor (SaaS)

TL;DR

Customer Service Advisor (SaaS): Providing first-line operational support for education-focused HR software with an accent on troubleshooting customer inquiries via telephone and ticketing systems. Focus on investigating root causes, maintaining accurate data records, and collaborating with internal teams to ensure high-quality service for schools and Multi-Academy Trusts.

Location: Hybrid, based in Wakefield, United Kingdom.

Salary: £24,500 - £27,500 per year.

Company

A specialist provider of HR software and services dedicated to improving education outcomes through innovative people management solutions.

What you will do

• Provide exceptional first-line support for SaaS products via telephone and ticket systems.
• Investigate customer queries to determine root causes and escalate complex issues when necessary.
• Troubleshoot and diagnose software problems using a logical and systematic approach.
• Maintain accurate records of customer information and case outcomes.
• Collaborate with internal departments to resolve issues and improve support workflows.

Requirements

• Proven experience in a customer service or business support role, ideally within a SaaS or technology environment.
• Excellent verbal and written communication skills.
• Strong investigative and problem-solving abilities.
• Proficiency with customer support ticketing systems and administrative software.
• Ability to work collaboratively within a team environment.
• Must be based in or able to commute to Wakefield, UK for hybrid work.

Culture & Benefits

• Flexible working arrangements, including potential for part-time or term-time hours.
• 25 days annual leave plus 8 Bank Holidays and your birthday off.
• BUPA Healthcare Cashback plan.
• Robust company pension scheme.
• Ongoing professional development and support for external qualifications.