Helpdesk Agent in Liverpool

As a Helpdesk Agent, you will be part of the frontline support function for Bellrock Technologies’ software platforms. You will provide high-quality, customer-focused support by diagnosing issues, resolving incidents, and ensuring users receive timely and effective assistance. This role is designed to develop strong product knowledge across the Bellrock Technologies suite while building the technical, analytical, and customer-facing skills required to support complex SaaS environments. You will work closely with colleagues across Support, Professional Services, Development, and Data teams, acting as a key link between customers and the wider business. The role also offers opportunities to broaden experience through exposure to onboarding activities, service improvement initiatives, and structured rotations into related operational teams as part of longer-term development.

Key Responsibilities

• Deliver first-line support to customers using the Concerto, WiggleDesk, and Mobiess platforms.
• Log, triage, investigate, and resolve support requests in line with agreed service levels and internal processes.
• Escalate complex, high-impact, or technical issues to senior Support Analysts or development teams when required.
• Communicate clearly and professionally with customers, providing updates and managing expectations throughout the support lifecycle.
• Work collaboratively with Professional Services and Data teams to understand customer configurations, integrations, and reporting requirements.
• Support customer onboarding and change activities, including data validation and basic configuration checks.
• Create and maintain knowledge base articles, FAQs, and internal documentation to improve self-service and team efficiency.
• Review support trends and recurring issues, contributing ideas for service, process, and product improvements.
• Participate in internal training sessions, product updates, and team briefings to maintain and expand technical knowledge.
• Engage in short-term rotations or secondments to gain broader exposure to the customer lifecycle and operational functions.

Skills & Experience

• Experience delivering high-quality results in a fast-paced, professional environment, ideally within a SaaS setting.
• A strong interest in technology and how software supports real-world business operations.
• Effective problem-solving skills with strong attention to detail.
• Clear written and verbal communication skills, with the ability to explain technical concepts in an accessible way.
• Ability to manage multiple support requests efficiently while maintaining a high standard of customer service.
• Comfortable using AI tools to work more efficiently and deliver high-quality results.

Desirable

• Working knowledge of SQL and relational databases, with the ability to write basic queries to investigate data, validate configurations, or support issue diagnosis.

AI fluency & learning mindset: We are looking for people who actively use AI in their day-to-day work, demonstrate strong curiosity about new technologies, and take ownership for continuously improving how they think, work, and deliver.

Working arrangements

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work from the Liverpool office (Russell Street) full time whilst settling in, until becoming a hybrid working role.

What can we offer you?

• 25 days annual leave plus bank holidays + 1 additional day as a thank you.
• Salary exchange pension scheme.
• Life cover.
• Paid sick leave.
• Health Assured employee assistance and wellness program.
• Enhanced maternity, paternity and adoption leave.
• Salary sacrifice schemes: Cycle to work.
• Holiday purchase scheme of additional 5 days per year.
• Offers and discount scheme designed to save money on everyday shopping and essentials.
• Healthcare Cashplan.
• MotorSave Scheme.
• Refer a friend.
• Liftshare.
• Virtual GP.