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For Companies At a Glance
- Tasks: Be the first point of contact for customers and resolve their technical issues.
- Company: Join a leading AI-powered reputation management platform in Silicon Valley.
- Benefits: Enjoy fully funded medical insurance, generous leave, and wellness days.
- Why this job: Make a real impact on customer experiences while developing your tech skills.
- Qualifications: 0-2 years in technical or customer support; strong communication skills required.
- Other info: Flexible hybrid work schedule with opportunities for personal growth and community involvement.
The predicted salary is between 27000 - 42000 ÂŁ per year.
About Reputation
Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms.
Your Role at Reputation:
This is your opportunity to join a dynamic and customer-obsessed technical support team at Reputation, where you’ll be the first point of contact for users seeking help with our platform. As Technical Support, your ability to resolve frontline issues sets the tone for every customer’s journey. You’ll play a pivotal role in ensuring that our clients feel supported, understood, and empowered to get the most out of our technology.
How You'll Shape the Experience:
- Serve as the frontline contact for customer issues via phone, email, and chat.
- Troubleshoot and resolve basic to moderately complex issues using internal documentation.
- Triage and escalate more complex problems to Tier II with detailed case notes.
- Maintain documentation accuracy and quality within Salesforce.
- Educate customers on platform features and best practices.
- Contribute to support knowledge base content and improvements.
The Skills That Set You Apart:
- 0–2 years technical support, customer support, or SaaS experience.
- Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change).
- Strong verbal and written communication skills.
- Experience with Salesforce or similar CRM tools, strongly preferred.
- Basic Excel knowledge and comfort with technical documentation.
- Familiarity with social media or online reputation tools is a plus.
- Detail-oriented and focused on resolving customer pain points quickly.
- Empathetic and able to translate technical information into everyday language.
- Thrives in high-volume, fast-moving environments.
- Highly collaborative, eager to learn, and always looking for ways to improve the customer experience.
- Flexible, adaptable, and willing to take initiative.
Where You'll Connect & Collaborate:
Your main HQ is our Liverpool office, but we know great work can happen anywhere. You’ll have the flexibility of a hybrid schedule, joining us in person on Tuesdays and Wednesdays (subject to change) and working from home the rest of the week.
Our Benefits & Perks:
- Fully funded private medical insurance for you and your family.
- Life insurance at 4x your annual salary.
- Company-funded Medicash cash plan for employees and dependent children.
- Employee Assistance Programme (EAP) – confidential mental health, wellbeing and practical support whenever you need it.
- 21 days’ paid annual leave plus all UK bank holidays, and 6 additional company-wide “Extended Company Holidays” each year.
- Cycle to Work, Home & Tech Schemes.
- Pension scheme with Scottish Widows via salary sacrifice.
- Employee Resource Groups (ERGs) that foster connection, belonging, and shared experiences.
- Free on-site car parking at our Liverpool office.
- Free snacks and drinks to keep you fueled throughout the day.
- Gym membership reimbursement up to ÂŁ20 per month.
- Opportunities to get involved in giveback and cultural activities.
- Mortgage Advice Service.
We are proud to be an equal opportunity employer and strongly value diversity within our company. We are committed to ensuring a workplace free from discrimination, where everyone is treated fairly regardless of race, religion, ethnicity, gender, sexual orientation, age, marital status, disability, or any other protected characteristic.
Technical Support I - Tier 1 in Liverpool employer: Reputation
Contact Detail:
Reputation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support I - Tier 1 in Liverpool
✨Tip Number 1
Get to know the company inside out! Research Reputation's products and values so you can chat confidently about how you can contribute. This shows you're genuinely interested and ready to jump in.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, being able to explain technical issues in simple terms is key. Try role-playing with a friend to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and maybe even a referral, which can really boost your chances.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen to join the team at Reputation.
We think you need these skills to ace Technical Support I - Tier 1 in Liverpool
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Support role. Highlight any relevant experience you have in customer support or technical troubleshooting, and don’t forget to mention your familiarity with tools like Salesforce!
Show Off Your Communication Skills: Since this role involves a lot of interaction with customers, it’s crucial to demonstrate your strong verbal and written communication skills. Use clear and concise language in your application to show us you can translate technical jargon into everyday terms.
Be Personable and Empathetic: We love candidates who can connect with customers on a personal level. Share examples in your application that showcase your ability to empathise with users and resolve their issues effectively. This will help us see how you can contribute to our customer-obsessed culture!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Reputation!
How to prepare for a job interview at Reputation
✨Know the Company Inside Out
Before your interview, take some time to research Reputation. Understand their AI-powered platform and how it helps businesses manage their reputation. This knowledge will not only impress your interviewers but also help you relate your answers to their specific needs.
✨Showcase Your Communication Skills
As a Technical Support I, you'll need to communicate effectively with customers. Practice explaining technical concepts in simple terms. During the interview, demonstrate your verbal and written communication skills by being clear and concise in your responses.
✨Prepare for Common Scenarios
Think about common technical issues that users might face and how you would resolve them. Be ready to discuss your problem-solving approach and any relevant experiences you've had in customer support or technical roles, even if they are from previous jobs or internships.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use (like Salesforce), and how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.