At a Glance
- Tasks: Provide top-notch support to customers, diagnosing and resolving issues on our cloud platform.
- Company: Join Aforza, a fast-growing cloud company transforming the Consumer Goods industry.
- Benefits: Enjoy competitive salary, share options, private health cover, and wellness perks.
- Other info: Dynamic work environment with opportunities for growth and learning.
- Why this job: Make a real impact by helping customers succeed with innovative cloud solutions.
- Qualifications: 2+ years in technical support, SaaS experience, and strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Location: UK Based – London / Cardiff Office
Right to Work: Applicants must have the right to work in the United Kingdom. We are unable to offer visa sponsorship for this position. All candidates will be required to provide evidence of their right to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.
Company Description
Aforza is a groundbreaking, fast-growing cloud company focused on transforming the Consumer Goods industry. Backed by key Silicon Valley investors and built-in partnership with Salesforce, the worldwide leader in cloud business applications, Aforza helps Consumer Goods companies drive significant positive commercial transformation. At Aforza, our values and culture are aligned with how we see the world, and our commitment goes way beyond building great cloud solutions. Yes, we want to build applications that our users love, but we also want to make the world a better place. We not only enable our clients to be more efficient and effective but are also building meaningful partnerships focusing on helping our clients reduce waste by providing best in class intelligence and automation wherever they conduct their business.
Job Description
We're looking for a passionate and technically sharp Help Desk Support Engineer to join our growing Customer Success team. You'll be the first point of contact for Aforza customers around the world, diagnosing and resolving issues across our cloud and mobile platform. This is a hands‑on, customer-facing role where your ability to blend technical problem-solving with clear communication will make a real difference to the field teams and trade planners who rely on Aforza every day.
What You'll Do
- Serve as the first line of support for customer-reported issues, managing cases from initial triage through to resolution
- Diagnose and troubleshoot technical issues across Aforza's web, mobile (iOS & Android), and integration layers; including offline sync, data flows, and Salesforce platform behaviour
- Prioritise and escalate critical issues effectively, coordinating with Engineering and Product teams where needed
- Maintain clear, accurate case documentation and contribute to the internal knowledge base
- Provide timely updates to customers throughout the support lifecycle, ensuring a high-quality experience at every touchpoint
- Support customer onboarding and configuration queries, helping users get the most from the platform
- Identify patterns in reported issues and flag product improvement opportunities to the wider team
What We're Looking For
Required Experience
- 2+ years in a call centre / technical support, help desk, or customer-facing software support role
- Experience supporting SaaS or cloud-based applications
- Familiarity with Salesforce (configuration, objects, permissions, data model) a Salesforce Administrator certification (ADM201) is a strong plus
- Understanding of mobile application support across iOS and Android platforms
- Working knowledge of web technologies (HTML, JavaScript, REST APIs, JSON) sufficient to diagnose integration and data issues
- Solid grasp of database concepts and SQL for log analysis and data investigation
- Experience with ticketing platforms such as Salesforce Service Cloud, Zendesk, or Jira Service Management
- Excellent written and verbal communication skills - you can translate complex technical issues into clear, calm language for non-technical users
Preferable
- Experience in the Consumer Packaged Goods (CPG), FMCG, or field sales software space
- Familiarity with Google Cloud Platform tools or services
- Exposure to trade promotion management, route-to-market, or retail execution software
- Working knowledge of APEX or LWC (Salesforce development)
You Are
- Naturalistically curious - you dig into problems rather than passing them on
- Composed under pressure and comfortable managing multiple open cases at once
- A clear communicator who can build trust quickly with customers
- Motivated by customer outcomes, not just ticket closure
- Comfortable working in a fast-paced, high-growth scale-up environment
Benefits
There are plenty of good reasons to work for Aforza. Here are a few:
- Salary - competitive salary, plus performance-related bonus.
- Share Options - enrolment in the company's Share Option Scheme (subject to Board approval).
- Annual Leave - 25 days of entitlement.
- Private Health Cover - Family Plan.
- Life Insurance - 4 x Basic Annual Salary.
- Pension - Group Personal Pension Scheme, 4% from Aforza.
- Perkbox - Membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks.
Please note: the benefits outlined above reflect a typical UK employee package. Specific entitlements may vary depending on your country of hire.
Support Engineer in Cardiff employer: Aforza Ltd
Aforza Ltd is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those looking to make a significant impact in the tech industry. With a strong focus on employee growth and development, we offer ample opportunities for professional advancement while working in a collaborative environment. Located in the UK, our scale-up status provides unique advantages, including the chance to shape the future of SaaS finance and engage with a diverse global team.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aforza Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aforza Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Engineer in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aforza Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Aforza Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aforza Ltd!
How to prepare for a job interview at Aforza Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
