Customer Support Technician

Role Overview

Customer Support Technician – a permanent role based in Cardiff, UK, reporting to the Customer Support Team Leader.

Responsibilities

• Respond to incoming queries promptly via email and phone.
• Act as the first contact for HR inquiries, ensuring accurate information before routing.
• Engage new customers, guiding them through their SafeHR journey during onboarding calls.
• Serve as the eyes and ears for the development team, identifying and reporting bugs, issues, and customer feedback.
• Collaborate with the team, sharing insights and knowledge to continuously improve software and processes.

Requirements

• Outstanding communication skills – confidently engage customers via phone and email.
• Attention to detail – ensure accuracy in every interaction.
• Strong multitasking ability – manage multiple queries and follow‑ups.
• Problem‑solving skills – tackle technical and software challenges.
• Team player – share insights and ideas to improve processes and deliver exceptional customer experiences.

Benefits

• Hybrid workplace policy – 3 days per week in office.
• Enhanced parental leave.
• Generous annual leave.
• Healthcare plan.
• Annual Giving Day – an extra day to give back.
• Cycle‑to‑work scheme.
• Pension scheme with employer contributions.
• Life assurance – 3× base salary.
• Rewards program – discounts and cashback access.
• LinkedIn Learning license for upskilling and development.

Equal Opportunity Employer

We are a proud equal‑opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

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