Customer Support Representative SaaS

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

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.

What you get to do in this role:

• 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 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.
• You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
• You will be supporting users in the use of the platform by providing necessary advice and/or walk-through.
• Identify self-service documentation gaps.
• You will provide support for Store Applications.
• You will manage multiple cases daily.
• You will assist peers with their cases.
• You will participate in User Acceptance Testing (UAT).

To be successful in this role:

• 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.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

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.

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