Customer Support Specialist (First Line Support)
Core
Provide 24/7 first-line customer support for a global SaaS platform focused on board effectiveness and governance, acting as the principal overnight contact for the UK business.
Role type
First-line Customer Support Specialist (SaaS)
Builds
A SaaS platform for board governance and effectiveness
Domain
Enterprise SaaS / Corporate Governance
Deliverable
client delivery
Required skills
customer service, technical support, issue diagnosis, escalation, clear communication, multitasking, autonomous work, attention to detail
Preferred skills
basic fault diagnostics, familiarity with JIRA, exposure to Datadog, PagerDuty, BugSnag
Technologies
JIRA, Datadog, PagerDuty, BugSnag
Responsibilities
Diagnose and resolve client queries via phone and email, escalate complex issues to engineering or second-line support, maintain accurate records of all interactions, contribute to support articles and client training, conduct user data requests and ad hoc platform testing, provide feedback to product teams.
Seniority
Individual Contributor
