Hybrid Technical Support Specialist, Tier 1

Posted 3 weeks ago

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About the role

  • Serve as the frontline contact for customer issues via phone, email, and chat.
  • Troubleshoot and resolve basic to moderately complex issues using internal documentation.
  • Triage and escalate more complex problems to Tier II with detailed case notes.
  • Maintain documentation accuracy and quality within Salesforce.
  • Educate customers on platform features and best practices.
  • Contribute to support knowledge base content and improvements.

Requirements

  • 0–2 years technical support, customer support, or SaaS experience
  • Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)
  • Strong verbal and written communication skills
  • Experience with Salesforce or similar CRM tools, strongly preferred
  • Basic Excel knowledge and comfort with technical documentation
  • Familiarity with social media or online reputation tools is a plus
  • Detail-oriented and focused on resolving customer pain points quickly
  • Empathetic and able to translate technical information into everyday language
  • Thrives in high-volume, fast-moving environments
  • Highly collaborative, eager to learn, and always looking for ways to improve the customer experience
  • Flexible, adaptable, and willing to take initiative.

Benefits

  • Company paid, private health insurance for you and your family
  • Life Insurance (4 x salary)
  • Employee Assistance Program
  • 21 paid company holidays plus bank holidays every year.
  • 6 ‘Recharge Days’ which are wellness days
  • Cycle Scheme and save up to 8% on home and tech products
  • Monthly social events to build connections
  • Free car parking at our Liverpool UK office
  • Free snacks and beverages in the office
  • £15 towards lunch for 3 days a week with Deliveroo
  • Gym membership up to £20 per month
  • Opportunity to participate in giveback & cultural activities

Job title

Technical Support Specialist, Tier 1

Job type

Experience level

Junior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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