Customer Support Representative (SaaS)

A Global Software Company based in London is seeking a Customer Support Representative to join their team on a contract basis for 12 months.

Responsibilities

• Log cases on the IT Service Desk and maintain details of software/hardware problems detected.
• Provide initial triage technical support by answering customer inquiries, solving problems, and providing product information via case, phone or email in a timely efficient manner.
• Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
• Escalate to internal or external support resources and Subject Matter Experts when necessary.
• Support users in the use of our platform by providing necessary advice and/or training.
• Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or CRM in a timely efficient manner.
• Identify self‑service documentation gaps.
• Provide support for Store Applications.
• Manage multiple cases daily.
• Assist peers with their cases.
• Participate in User Acceptance Testing (UAT).

Qualifications

• Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired.
• Experience with using and troubleshooting SaaS applications.
• Degree or experience in a Customer HUB or Customer Care function.

EEO Statement

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

Work Eligibility

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

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