At a Glance
- Tasks: Help customers troubleshoot issues and maximise their experience with digital products.
- Company: Join a global tech company with a vibrant customer support team.
- Benefits: Enjoy hybrid working, 25 days leave, and a bonus opportunity.
- Other info: Dynamic role with opportunities for learning and career growth.
- Why this job: Make a real difference by supporting users and enhancing their digital journey.
- Qualifications: Experience in customer support and excellent communication skills required.
The predicted salary is between 38250 - 46750 £ per year.
- Full-Time | Flexible Start Date
- Via is supporting a global technology company to recruit a
Customer Support Representative to join its growing customer support team.
This is a fantastic opportunity for someone with experience in customer support, Saa S, account support or service-focused roles who enjoys solving problems, building relationships and helping customers get the most value from digital products.
You’ll support businesses and users across multiple channels, working closely with teams including Sales, Customer Success and Product to deliver an exceptional customer experience.
The Role
As a Business Support Representative, you’ll be a key point of contact for customers, helping them troubleshoot issues, understand the platform and get the support they need.
You’ll manage customer queries through email, chat and phone, while also contributing to improving support processes, creating helpful resources and sharing knowledge across the wider team.
This role is ideal for someone who is organised, customer-focused and enjoys working in a fast-paced technology environment.
- What You’ll Be Doing
- Provide customer support through email, chat, phone and digital communication channels
- Support businesses and users with product queries and troubleshooting
- Investigate and resolve technical issues affecting customer experience
- Manage incoming support requests and ensure customers receive timely responses
- Create and maintain customer guides and self-service resources
- Work closely with Sales, Customer Success and Product teams
- Share customer feedback to improve products and processes
- Maintain accurate records using support systems and CRM tools
- Deliver consistently high-quality service while working towards team KPIs
- Collaborate with global support teams to share knowledge and best practice
- What We’re Looking For
We’re interested in candidates from backgrounds such as
- Customer Support Specialist
- Customer Service Advisor
- Customer Success Executive
- Client Support Specialist
- Saa S Support Representative
- Technical Support Advisor
- Helpdesk Analyst
- Service Desk Analyst
- Account Support Executive
- Business Support Executive
- Operations Coordinator
You’ll also have
- Experience working in a customer-facing support role
- Excellent written and verbal communication skills
- Strong organisation skills and the ability to manage multiple requests
- A calm and professional approach when solving customer issues
- Confidence explaining products and processes to customers
- Experience working towards service levels or performance targets
- Comfortable using technology and learning new systems
- Saa S or digital product support experience
- Knowledge of tools such as Zendesk, Salesforce, Slack or Jira
- Experience supporting e-commerce platforms
- Understanding of technical concepts or software products
- What’s On Offer
- Bonus opportunity
- Hybrid working options
- 25 days annual leave, increasing with service
- Pension and life insurance
- Health cash plan and online GP support
- Employee Assistance Programme
- Learning and development opportunities
- Season ticket loan and Cycle to Work scheme
- Central London office with social spaces and regular team events
- Discounts across thousands of retailers and services
If you're passionate about helping customers, enjoy solving problems and want to build your career within a global technology business, we'd love to hear from you.
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Customer Support Representative employer: Via
Join a dynamic and ambitious team in Glasgow, where your leadership will directly shape the future of a fast-growing business in the sports and hospitality sector. With a strong focus on employee development, you'll enjoy a vibrant work culture that encourages innovation and collaboration, alongside a competitive salary and an impressive benefits package including uncapped commission and opportunities for progression. This is more than just a management role; it's a chance to make a meaningful impact while enjoying a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Representative
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Via. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Via before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Representative
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Via:Your cover letter is your chance to shine! Tell us why you want to work at Via specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Via!
How to prepare for a job interview at Via
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
