1st Line Helpdesk / Software Support

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Do you want to be part of a rapidly growing global SaaS company striving to be the best in the industry?

They are looking for someone who is passionate about providing customers with technical support as part of their reactive Support team. If you have experience in managing and resolving customer issues through to resolution and you are looking for a fun and vibrant office environment, they would love to hear from you!

Using your knowledge and experience, you'll gather information and investigate customers' queries, understanding their business and its processes, assessing and diagnosing the severity of problems/issues and taking ownership of escalations.

Responsibilities

- Provide excellent phone, email, chat and case-orientated support to a diverse range of customers, to reassure, gather information, set expectations and provide the appropriate resolutions or responses.

- Take ownership of problems, and be dedicated to providing solutions for their clients.

- Use internal systems for logging calls, live chats, and to manage escalations.

- Contribute, collaborate and share knowledge with internal teams for product and service improvement.

Key Attributes

- Strong troubleshooting, problem-solving and questioning skills.

- An understanding of call logging & help-desk experience.

- Eagerness and enthusiasm to learn, with an ability to adapt quickly along with their regular product rollouts.

- Strong communication, negotiation and relationship-building skills.

- Ability to work effectively under pressure and to perform well in an ever-expanding team dynamic.

The Ideal Candidate

- Will have a good understanding of business processes and experience working within small-medium sized trade businesses would be an advantage, but is not essential.

- Will have worked in a similar call logging and help-desk environment and have a solid understanding of cloud-based software adoption and trouble-shooting processes.

- Basic accounting knowledge is highly desirable, as is a strong understanding of cloud-based technologies and systems.

It's important to note that whilst experience in the above areas would be preferred, it will be secondary to finding the person with the right determination, attitude and overall suitability.

If successful, you'll be given a comprehensive on-boarding and technical training program to ensure you have all you need to excel.

If you'd like to join a fun and progressive organisation with room to develop your career in a growing global organisation, then please apply with a copy of your CV.

Please note: no agencies will be accepted in the recruitment of this role. They would like to take this opportunity to thank all candidates for their application. Only candidates who meet the criteria above will be contacted for an interview.