Customer Support Representative

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take charge of tier 1 support by managing, resolving, and escalating tickets through Freshdesk.

• Address customer inquiries via email, phone, and video conferencing.

• Achieve and surpass SLA targets for response and resolution times while keeping customers informed.

• Utilize AI-driven tools for ticket triage, crafting and enhancing responses, and uncovering relevant solutions.

• Develop, revise, and maintain solution articles and knowledge base content.

• Assist in product webinars and online training sessions.

• Recognize recurring issues and knowledge gaps, creating content or process enhancements.

• Help improve helpdesk and support tool processes.

• Aid in the implementation of new AI and automation tools within the support function.

• Track and report on tickets received, response time, resolution time, CSAT, and other helpdesk metrics.

• Collect and relay customer feedback to Customer Success, Product, and Development teams.

• Spot trends in customer inquiries to guide product or documentation enhancements.

• Assist in managing customer satisfaction and NPS programs, including surveys, verbatim analysis, addressing detractors, and service improvements.

• Collaborate closely with Customer Success, Implementation, and Product teams.

• Escalate complex or high-impact issues to the relevant internal owner.

• Contribute to collective knowledge on product updates and best practices.

⛳️ Requirements

• Experience in a customer support or service role, preferably with a SaaS or cloud-based product.

• Detail-oriented and proactive approach to processes, problem-solving, and root-cause analysis.

• Comfortable engaging with customers through email, phone, and video calls.

• Capable of explaining technical concepts in simple terms to non-technical users.

• Quick to learn new systems and tools, including AI-assisted support technologies.

• At ease using AI tools in daily workflows and applying independent judgment.

• Experience or interest in configuring automation workflows, rules, or integrations.

• Team-oriented and eager to grow into ownership of a business area.

• Committed to continuous learning and professional development.

• Ability to adhere to GDPR, confidentiality, and security requirements.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional growth and career advancement.

• Comprehensive health and wellness programs.

• Flexible working hours and remote work options.

• Collaborative and inclusive company culture.