Customer Support Agent

We are looking for a customer-focused Support Agent to join a growing support team. This role is ideal for someone who enjoys troubleshooting software issues, working directly with customers, and resolving queries in a fast-paced, ticket-driven environment.

The successful candidate will be responsible for providing first-line and second-line support to customers, ensuring issues are resolved efficiently within agreed service levels while maintaining a high standard of customer experience. The role requires a proactive individual who can investigate problems, communicate effectively with customers, and collaborate with internal teams to resolve more complex issues.

Key Responsibilities

• Manage and respond to customer support tickets via phone, email, and online support channels.
• Troubleshoot software, system, and user-related issues.
• Investigate customer queries and provide effective resolutions within SLA requirements.
• Escalate technical issues where necessary and track progress through to resolution.
• Log, update, and maintain accurate records within the ticketing system.
• Provide guidance and support to customers using the software platform.
• Assist with onboarding and user support where required.
• Identify recurring issues and provide feedback to improve customer experience and support processes.
• Work closely with internal teams to resolve customer issues efficiently.
• Maintain a high level of customer satisfaction through professional and timely communication.

Minimum Requirements

• 2+ years’ experience in a software support, SaaS support, application support, product support, or customer support role.
• Experience working within a ticket-based support environment.
• Experience working against SLAs and support KPIs.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Comfortable supporting customers through phone, email, and ticketing systems.
• Strong attention to detail and administrative skills.

Highly Advantageous

• Experience supporting:
  • POS (Point of Sale) software
  • Retail software
  • Payroll software
  • Accounting software
  • CRM or ERP systems
• Exposure to SaaS platforms.
• Experience with ticketing systems such as Jira, Zendesk, Freshdesk, ServiceNow, HubSpot, SAP CRM, or similar.
• Customer onboarding or user training experience.
• Basic SQL knowledge or software testing experience.

Ideal Candidate

The ideal candidate has current or recent experience supporting a software product, is comfortable managing a support queue, understands SLA-driven support environments, and enjoys helping customers solve problems. Experience in retail technology, POS, payroll, accounting, or SaaS environments will be highly regarded.