36320513 - Customer Support Cummunications Representative

Customer Support Representative Location: Staines, Surrey Length: 6 months Duration: 25/08/2025 – 25/08/2026 Rate: £162.67 per day (Inside IR35) Hours: 40 hours per week Role Overview: Our client is currently seeking a motivated Customer Support Representative to join our Customer Support team, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the client platform, to ensure a positive customer experience. In this role you will:

• Log cases on the IT Service Desk and maintaining 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 e-mail in a timely efficient manner.
• Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
• Escalating to internal or external support resources and Subject Matter Experts when necessary.
• Supporting users in the use of the client platform by providing necessary advice and/or training.

Skills & Experience:

• Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired.
• A good understanding of the client platform is an advantage
• Experience with using and troubleshooting SaaS applications

• Technical background and ability to learn and absorb technology quickly.
• Great written and verbal communication skill.
• Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
• The ability to communicate effectively with people at all levels.
• The ability to have difficult conversations with customers.
• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
• Basic understanding of ITIL Skills and business processes.
• 2 - 4 years working within an IT environment
• The ability to work as part of a team and on their own initiative.
• Degree or experience in a Customer HUB or Customer Care function.