Customer Support Agent (Maternity cover)

Role Summary

We are seeking an L1 Support Agent to join our Support team on a 6‑month maternity cover basis. This is a frontline role responsible for delivering high-quality customer support, acting as the first point of contact for customers, and ensuring a positive support experience through clear communication and effective issue handling.

Key Responsibilities

• Handle inbound customer contacts via phone and other support channels
• Log, track, and manage customer issues in the ticketing system
• Perform initial triage and basic troubleshooting of issues
• Communicate clearly with customers, including setting expectations and timelines
• Provide regular updates to customers on ticket progress
• Escalate more complex issues to L2 with clear and accurate information
• Maintain high-quality ticket documentation and attention to detail

Skills & Attributes

• Strong customer empathy and ability to build rapport
• Excellent communication skills (verbal and written)
• High attention to detail and accuracy when recording information
• Ability to stay calm and professional under pressure
• Organised, reliable, and able to manage multiple tasks

Experience & Requirements

• Previous customer service or support experience preferred
• Experience using ticketing/CRM systems is beneficial
• ERP experience is desirable but not essential
• Basic technical aptitude and willingness to learn

Contract Details

• Fixed-term contract: 6 months (maternity cover)

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