Customer Support Executive - software

Job Title: Customer Support Executive – Software, Reading

Client: PIE Recruitment

Location: Reading, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 11

Posted: 14.05.2025

Expiry Date: 28.06.2025

Job Description

This role is for a Technical Service Executive in SaaS within the retail tech sector, offering a salary up to £30,000. It is a customer-facing role with a broad remit, primarily remote/hybrid but requiring regular access to Reading. The company is a high-growth SaaS scale-up working with enterprise retail accounts, known for a lively, driven team and excellent perks.

Ideal Candidate

Suitable for a recent graduate with 6-12 months post-graduation experience or someone with 2 years in customer support with a technical edge, even without a degree. The role involves supporting customers on software issues as a first-line agent, working closely with onboarding teams to educate and train clients.

Responsibilities

• Provide remote technical support to clients
• Respond to and triage support tickets
• Assist in customer onboarding and training
• Coordinate with internal and external stakeholders
• Manage support tickets and update client information in CRM (Salesforce – Service Cloud)
• Conduct weekly ticket review calls with clients
• Adhere to support SLAs and escalate tickets when necessary
• Deliver insights and added value through case management

Person Specification

• Approximately 1 year of experience supporting software products
• Excellent communication and interpersonal skills
• Ability to explain technical concepts to non-technical audiences
• Experience with Jira and Hubspot is advantageous
• Strong team player, comfortable working with internal and external teams
• Experience with Service Cloud is preferred

For more information, contact Chloe.

#J-18808-Ljbffr