Customer Service Technical Representative working at Tornatech's Laval plant. Assisting American customers with technical queries and after - sales service issues in a dynamic environment.
About the role
- Customer Support Agent providing technical support to users through various channels. Engaging with customers in a B2B SaaS environment while troubleshooting issues.
Responsibilities
- Responding to customer queries via email, chat, and phone in a timely, friendly, and professional manner maintaining an excellent CSAT
- This role is intended to cover all UK working days. You may occasionally be required to work on public holidays
- Troubleshooting and resolving technical and product-related issues with efficiency and within our SLAs
- Becoming a Ben product expert and using that knowledge to educate and empower customers
- Identifying trends in support queries and escalating complex or recurring issues to the right teams
- Creating and maintaining help centre content to enable self-service and support at scale
- Contributing to continuous improvement through feedback, collaboration, and knowledge sharing
- Taking part in team meetings, training sessions, and internal product updates
Requirements
- 2+ years of experience in customer service in a fast-moving B2B SaaS company
- Excellent written and verbal communication skills
- Strong analytical thinking and problem-solving ability
- Solid technical aptitude - you enjoy digging into details and finding answers
- Familiarity with tools like Intercom, Jira, or other CRM and ticketing platforms
- Excellent organisational skills - you know how to manage your time, prioritise effectively, and stay on top of your queue
- A professional or native-level proficiency (C1 or above) in English
Benefits
- £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250
- Weekly lunch provided in office so you can spend quality time with the team over some tasty food!
- 28 days of holidays a year plus bank holidays, and an option to buy or sell 5 days per year. Also, your holiday entitlement will increase to 30 days at your 3rd year of service!
- Work-from-abroad scheme, so you can support your travels, enjoy an extended holiday, or visit loved ones.
- Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting
- Comprehensive Private Medical Insurance
- Funded Life Assurance cover with the option to voluntarily increase - this also includes an annual health check
- Comprehensive and tailored mental health support and professional coaching through a leading provider
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