Customer Support Representative
New
F
FlexigrantGrant management software
United KingdomFull-Time
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Required Skills
- Data AnalysisSaaSTechnical supportCustomer support
Requirements
- Experienced in a customer support or service role, ideally supporting a SaaS or cloud-based product
- Detail-oriented self-starter who enjoys process and problem-solving
- Comfortable communicating with customers by email, phone and video call
- Able to explain technical concepts in plain language for non-technical users
- Curious, with the ability to quickly learn new systems and tools
- Comfortable using AI tools as part of your day-to-day workflow
- Automation-minded with an instinct for configuring workflows, rules or integrations
- Team player who enjoys a challenge and wants to grow into owning their area of the business
- Committed to continuous learning and professional development
Responsibilities
- Own tier 1 support, triaging, resolving and escalating tickets via Freshdesk
- Respond to customer queries by email, phone and video call
- Meet and exceed SLA targets for response and resolution time
- Use AI-powered tools to speed up ticket triage and draft responses
- Create, update and maintain solution articles and knowledge base content
- Support delivery of product webinars and online learning sessions
- Report regularly on helpdesk metrics and share feedback with internal teams
- Ensure all data handling complies with GDPR, confidentiality and security requirements
View Full Description & ApplyYou'll be redirected to the employer's site
