Who are we?
At Omniplex Learning, our mission is simple - to help organisations unlock their potential through exceptional digital learning, all in one place.
We’re looking for a customer-focused and proactive Customer Support Advisor to join our Customer Support & Enablement team. You’ll be the first point of contact for our customers, helping to resolve queries and ensure they receive a responsive, professional and high-quality support experience.
What will you do?
You’ll provide first-line support across our products and services, taking ownership of customer queries and working with colleagues to deliver timely and effective resolutions.
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Act as the first point of contact for customer queries, incidents and service requests across our support channels
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Assess, categorise and prioritise incoming support tickets, resolving first-line issues wherever possible
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Escalate more complex cases to second-line support colleagues and wider business teams when required
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Maintain accurate case records, activity logs and customer interaction histories within Salesforce Service Cloud
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Support customers through multiple channels, including email, telephone, video conferencing and community platforms
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Contribute to Knowledge Base content, knowledge sharing and continuous improvements to our customer support service
Who are we looking for?
You’ll be an organised and customer-focused problem-solver who communicates clearly, stays calm under pressure and takes ownership of delivering a positive customer experience.
• Experience in a customer support, service desk or customer service environment
• Excellent written and verbal communication skills, with a strong commitment to customer satisfaction
• Strong organisation and time-management skills, with the ability to prioritise competing demands
• An analytical approach to problem-solving and excellent attention to detail
• Experience using a CRM or ticketing platform, ideally Salesforce Service Cloud
• A collaborative and proactive approach, with an interest in continuous learning; experience supporting SaaS platforms or learning technologies would be advantageous
What’s in it for you?
• A competitive salary reflective of your experience
• Hybrid working model, with 2-3 days a week based in our office in St Albans
• 25 days annual leave plus bank holidays, and your birthday off
• Inclusive Private Medical Insurance and mental health support
• Group Life Insurance
• Enhanced family friendly policies
• Regular social events and team activities
Customer Support Advisor in St Albans employer: Omniplex Learning
Omniplex Learning is an excellent employer that fosters a supportive and dynamic work culture, perfect for those starting their careers. With a hybrid work model allowing flexibility, employees benefit from hands-on experience in finance and customer service, alongside ample opportunities for professional growth and skill development. Join us to be part of a team that values proactive communication and continuous learning in a vibrant environment.
