Customer Support Agent

Who you are

• 3+ years of experience in Customer Support
• 1+ year of experience in Technical Support
• Exceptional problem-solving skills
• Genuine passion for speaking to and supporting customers
• Strong ability to prioritise and manage competing priorities
• Excellent written and verbal communication skills - you need to take technical language and concepts and make them accessible to our customers
• Ability to think on your feet and context switch when needed
• Be thorough, detail-oriented, and self-motivated
• Ability to work independently, as well as collaboratively
• Commitment to continuous self-improvement and learning
• Experience troubleshooting and supporting Cloud Software
• Knowledge of Zendesk, Aircall, Slack
• Interest in technology and/or the Hair & Beauty Industry
• 1+ Year in SAAS (Software As A Service) Support Environment
• Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit

What the job involves

• Customer Support is critical within the company to ensure we have happy customers who stay with us, grow their business with us, and get value out of our products
• We are growing fast and would like to add a new member to our team. You will join a group of highly motivated individuals, working to help us grow Phorest faster
• This is a 9-month fixed term contract role on a Tuesday to Saturday working week
• Take ownership of the investigation, diagnosis, and resolution of our client's technical and customer service-related questions. We own client communication from initial contact until resolution
• Strive to be a product expert in all areas of the product. We pride ourselves on being able to understand each customer’s needs deeply. We believe in empathetic, transparent, and solution-focused support and communication
• Advocate for, and be the voice of our clients internally. We engage with and work alongside different teams to provide product feedback and iterate on our processes. We regularly collaborate with different teams within Phorest, including our Marketing, E-commerce, and Mobile teams to ensure every decision made has our customers in mind
• We help test new features, bug fixes, and improvements and provide direct feedback to the teams involved
• Month 1:
• Complete your induction
• Become familiar with the organisation, its teams, and key functions
• Begin working in your role with support from your manager and colleagues
• Months 2–3:
• Build on the foundational knowledge gained during your first month alongside your team
• Set weekly goals with your manager to support your development
• Begin bi-weekly 1:1 meetings with your manager
• Months 3–6:
• Participate in your 3-month performance review, providing an opportunity to reflect on your progress and agree development goals for the remainder of your contract
• Continue to build your knowledge and skills based on the outcomes of your review
• Continue your bi-weekly 1:1 meetings with your manager
• Months 6–9:
• Participate in your 6-month performance review to assess your progress, performance, and objectives for the remainder of your fixed-term contract
• Continue working towards consistently achieving the expected performance standards, including a target of 17+ tickets closed per day
• Continue your regular bi-weekly 1:1 meetings with your manager
• The Specifics:
• Answer incoming Customer Support queries (approx 17+ per day)
• Resolving problems by phone, email support or remote connection
• Becoming a Product Expert on Phorest’s software
• Issue reporting, logging, and troubleshooting
• Escalating issues to internal teams where necessary

Benefits

• Your wellbeing is important to us - We provide private healthcare, and employee assistance program and a free online GP service (WebDoc)
• As part of our Financial Wellbeing, we provide an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection
• We help you travel by providing a bike to work scheme as well as tax saver transport tickets
• We care for your family and provide Enhanced Maternity and Paternity benefits
• We grow our own timber! We provide a great learning environment including an extensive onboarding program
• Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning
• We don't believe in formal dress codes. We prefer causal things