Technical Support Specialist (Tier 1)

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfil their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere.

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. This role also directly contributes to the feedback loop that improves our products, documentation, and customer experience processes across departments. You will manage a high volume of customer support requests and take ownership of resolving common technical issues. Using internal tools, troubleshooting guides, and collaboration with Tier II, you will ensure each customer gets timely, accurate help. Your efforts will influence customer satisfaction, onboarding success, and overall platform trust.

Responsibilities:

• 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.

Qualifications:

• 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.

When you join Reputation, you can expect:

• Flexible working arrangements.
• Career growth with paid training tuition opportunities.
• Active Employee Resource Groups (ERGs) to engage with.
• An equitable work environment.

Company benefits include:

• Company paid, private health insurance for you and your family.
• Life Insurance (4 x salary).
• Employee Assistance Program.
• 21 paid company holidays plus bank holidays every year. In addition, enjoy 6 ‘Recharge Days’ which are wellness days where the entire company takes time off together to rest, recharge, and prioritise mental health.
• Take advantage of our Cycle Scheme and save up to 8% on home and tech products and spread the cost interest-free.
• Free car parking at our Liverpool UK office.
• At our Liverpool office you can enjoy free snacks and beverages to keep you energised throughout the day. Plus, take advantage of £15 towards lunch for 3 days a week with Deliveroo while you are working in the office.
• Gym membership up to £20 per month.
• Opportunity to participate in giveback & cultural activities.

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.