Software Support Specialist

📋 Description

• Handle inbound questions from customers via email, chat, and phone using a ticketing system.
• Document customer interactions in applicable systems per policy.
• Gather information and provide solutions or next steps to customers.
• Educate customers on best practices to maximize value from software features.
• Escalate complex issues to higher tiers per policy.
• Meet or exceed personal KPIs for tickets and customer satisfaction.

🎯 Requirements

• 3 years of experience in a customer service role.
• Basic knowledge of Technical Support processes and systems (e.g., Intercom).
• Excellent written and verbal English.
• Ability to multitask, prioritise, and manage time effectively.
• Growth mindset and motivation to solve problems.

🎁 Benefits

• Hybrid work model with 3 days in Newcastle office and 2 days remote.
• Supportive team environment and opportunities for growth.
• Values and inclusion programs, flexible working arrangements.
• Access to mental health support and volunteer days.