Technical Support Engineer resolving customer issues for Orb's usage - based billing platform. Collaborating with Customer Success, Product, and Engineering teams to enhance customer support experience.
About the role
- Technical Support Specialist serving as frontline contact for customer inquiries via phone, email, and chat. Troubleshooting tech issues and improving customer experience for a SaaS platform.
Responsibilities
- 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
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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