Customer Support Agent

As we continue to grow and maintain our position in leading the way in HR and Technology solutions, we are excited to offer the opportunity to join our team as a Customer Support Agent. We’re a business that is passionate about employee wellbeing, diversity and inclusion, career progression and maintaining the all-round positive culture that makes AdviserPlus a great place to work. Our employee benefits include:

• Company pension.
• Health cash plan.
• Flexible working and remote/hybrid working opportunities.
• Free onsite parking and free refreshments.
• A generous holiday entitlement which increases with service
• Holiday purchase scheme.
• Cycle to work scheme.
• Discounted gym membership.
• Discounted retail and lifestyle benefits.

The role and responsibilities of a Customer Support Agent: We are currently looking for experienced Customer Support Agent to join our team. As a Tier 1 Customer Support Agent, you will be the first point of contact for our customers, providing essential support and ensuring a positive customer experience. Your role will include:

• Customer Interaction:
• Respond promptly to customer inquiries via support channels.
• Provide friendly and professional support, ensuring a positive customer experience.
• Troubleshooting:
• Diagnose and resolve basic technical issues related to our product suite.
• Guide customers through step-by-step solutions and provide clear instructions.
• Ticket Management:
• Log and manage support tickets in our ticketing system, ensuring accurate and detailed records.
• Prioritise and escalate unresolved issues to Tier 2 Support Specialists as needed.
• Product Knowledge:
• Maintain a deep understanding of our products and services.
• Stay updated on product changes and new features to provide accurate information to customers.
• Documentation:
• Contribute to the creation and maintenance of internal and customer-facing knowledge base articles.
• Provide feedback to improve support processes and documentation.
• Customer Feedback:
• Gather and relay customer feedback to the product and support teams to enhance our product and services.

Skills and experience required to be a successful Customer Support Agent:

• Experience:
• Previous experience in a customer service or support role, preferably in a SaaS or technology environment.
• Skills:
• Strong communication skills, both written and verbal.
• Excellent problem-solving and troubleshooting abilities.
• Empathy and patience when dealing with customer issues.
• Ability to work independently and collaboratively in a team environment.
• Ability to multitask and prioritise tasks effectively.
• Technical Proficiency:
• Basic understanding of SaaS products and general technical concepts.
• Familiarity with ticketing systems (e.g., Hubspot, Halo, Salesforce)
• Technical SQL/Database skills

Equal opportunities: AdviserPlus is fully committed to the principle of equal opportunities in employment and opposes all forms of unlawful or unfair discrimination, direct or indirect. All employees are expected to promote and work fully in line with the company’s Equal Opportunities Policy. AdviserPlus is a Disability Confident Leader employer and welcomes applications from disabled people. If disabled applicants meet the minimum criteria for the job, they can request and will be offered a guaranteed interview. Should applicants require reasonable adjustment support for the interview, please contact the Resourcing Team.