1st Line Support Analyst in Reading

Ciphr has an exciting opportunity for a Rapid Response Analyst to join the team as we grow and develop. You will be joining a dedicated Customer Experience team who are passionate about supporting our customers and each other to the best of their ability. In this role you will be the first line response for customer support, covering a range of products including HR, payroll, LMS software amongst others. At Ciphr our priority is ensuring that the work we do is adding value to our customers whilst also working in a way that allows the Ciphr team to feel valued in their roles.

We want to give you the opportunity to embrace your role with Ciphr and, in return, we can offer you an open and friendly work environment where your input and ideas are welcomed. We value teamwork and collaboration and are keen to explore applications from those who are comfortable working from our Reading office 2 to 3 times per week.

What you'll be doing day to day:

• Interacting with customers over various communication channels (phone, email, chat, or social media) to answer queries, troubleshoot problems, and resolve issues.
• Ensuring that customers' expectations are managed well.
• Having a good understanding of the product/service and troubleshooting technical issues.
• Keeping detailed records of customer interactions, issues, and resolutions.
• Maintaining a knowledge base of common problems and solutions that can be used to help customers in the future.
• Identifying and resolving customer issues as quickly as possible.

If you have the following skills, you will be the perfect fit:

• Experience in a Customer/Technical Support role/environment
• Experience using web-based applications
• Previous experience supporting SaaS applications would be a bonus but not essential
• Knowledge of Service Desk/Ticketing systems and/or Zendesk is desirable but not essential
• Strong analytical skills and approach technical issues logically
• Excellent communication skills
• Good time management and workload prioritisation skills
• Strong literacy, numeracy and IT skills
• A good knowledge of Microsoft Office products (Word, Excel and Outlook)
• The ability to remain calm under pressure
• Team player but equally self-driven

What we offer you:

• 30 days annual leave plus bank holidays
• Family National Trust Membership
• Birthday day off
• Religious holiday swap
• Family forming support - e.g., time off for family forming appointments or to support your partner
• Enhanced maternity and paternity leave
• Work from Anywhere for 4 weeks per year
• Volunteering days for 2 days per year
• Cycle to work scheme
• Pension
• Health cash plan
• Life assurance
• Technology/home improvements Loans
• Perks at Work – access to exclusive discounts, cinema tickets, etc.
• Regular training
• £1,500 employee referral scheme
• Medical Cover and Dental cover (after 6 months’ service)
• Income Protection insurance (after 12 months’ service)

About Ciphr:

Ciphr is a leading UK-based provider of integrated HR, payroll, learning and recruitment solutions. Ciphr’s integrated HCM platform helps organisations manage their end-to-end employee lifecycle so they can deliver an amazing employee experience. With Ciphr, organisations can be confident they can access all their people data in one place, thanks to secure, time-saving integrations between our own solutions and API connections to specialist, third-party tools.

We are all about people at Ciphr. Our values are trust, service excellence, authenticity, and accountability. We want you to bring your authentic self to work giving you the space to be yourself whether that is creative, outgoing, quiet, courageous, observant or any other attributes you may have. Ciphr welcomes all kinds of people to the team and would love you to come and join us!