Vacancy for Technical Customer Support

Location: This is a hybrid role. 2 days a week in our Marlow office (Abbey House, 28-30 Chapel St, Marlow SL7 1DD) and 3 days a week remote working. 

About the role

Our business is growing, and we are seeking to enhance our customer support team.

You will be joining a dedicated group of customer support analysts who are passionate about supporting our customers and each other to the best of their ability.

In this role you will be the first line response with regards to customer support. Responding to queries via phone, email and live chat ranging from general enquiries to more complex support incidents. Our focus is to provide outstanding levels of customer satisfaction by delivering customer service that adds value to the customer experience.

Ideal candidates will have a high degree of both verbal and written communication and demonstrable experience in a technical support or customer focused role, with the ability to grasp and master software products quickly and effectively.  Full training on the technical aspects of the role will be provided.

About You:

• You love providing exceptional support to customers and help them to get the most from their CIPHR solutions
• You lead customer-facing sessions with confidence, ensuring support queries are triaged correctly and priorities are fully understood
• You have experience with and are comfortable managing customer escalations
• You have strong analytical skills and approach technical issues logically
• You are passionate about diagnosing, troubleshooting and problem solving
• You enjoy working in a fast-paced support environment with a desire to exceed Service Level Agreements (SLAs)
• You are articulate with excellent communication skills
• You have excellent time management and workload prioritisation skills
• Strong literacy, numeracy and IT skills
• A good knowledge of Microsoft Office products (Word, Excel and Outlook)
• The ability to remain calm under pressure
• Team player but equally self-driven

Desired Skills

• 1+ years’ experience in a Customer/Technical Support role/environment
• Experience using web-based applications
• Previous experience supporting SaaS applications would be a bonus but not essential
• Knowledge of Service Desk/Ticketing systems and/or JIRA is desirable but not essential

What we offer:

Apart from a working with a great team, a growing company and having the chance to learn and enhance your knowledge and qualifications, we offer;

• 25 days annual leave (28 after 3 years services), plus bank holidays
• Pension
• Regular training
• Life assurance
• Medical Cover and Dental cover
• Perks at Work – access to exclusive discounts, cinema tickets, etc.
• Free annual health screening
• Gym Loan
• £1,500 employee referral scheme

About CIPHR:

CIPHR is a specialist provider of SaaS HR, payroll, recruitment and learning software through its HCM platform, CIPHR Connect. CIPHR’s cloud-based solutions help busy HR teams to streamline their processes across the entire employee lifecycle and spend more time working strategically.