Customer Support Representative

Act! LLC; North East; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A leading software company in Newcastle is seeking a Customer Support Representative to provide expert assistance to businesses using their CRM. You'll deliver solutions and support in a hybrid work environment while developing your career through structured training. Ideal candidates will have strong customer service skills and the ability to solve problems efficiently.

Benefits

Bonus Scheme

Employee Assistance Program

Comprehensive Health Plan

Subsidised Gym

Day off for your Birthday

33 days holiday

Living the Exclamation! Award

Qualifications

• You must have experience in a customer service role.
• Must be adaptable to changing environments.
• Strong problem-solving skills are required.

Responsibilities

• Provide technical support for customers using Act! CRM.
• Deliver business-focused solutions and exceptional service.
• Manage call ownership and resolve customer issues effectively.

Skills

Exceptional communication and organisation skills

Ability to adapt to a fast-paced environment

Proven customer service experience

Proficient with computer software

Good problem-solving skills

Able to negotiate effectively

Job description

Overview

Job Title: Customer Support Representative

Act! is looking for a Customer Support Representative to join our Customer Success department. You will be frontline support for businesses using Act! CRM, providing expert advice and technical problem solving. The role supports Act!'s mission to fuel small business growth by delivering modern software and services.

Act! has a strong track record in the small business segment and has received recognitions for leadership and workplace culture.

What we offer

In addition to competitive benefits, you will gain expert knowledge of Act! CRM products with our training programme. Phase 1 offers 3 to 4 weeks of classroom-based training with continued coaching. In Phase 2 you will be paired with an experienced representative to support you as you go live with customers. You will develop valuable product knowledge and skills to advance your career within the organisation.

Key Responsibilities

The role involves supporting customers with technical problems and helping identify the best solution, product, or service to match their needs. You will provide an exceptional service delivery experience through call ownership, business-focused solutions, and technical expertise that delivers customer delight at every contact.

Minimum experience & skills

• Exceptional communication and organisation skills
• Ability to adapt to a fast-paced and continually changing environment
• Proven experience in a customer service role
• Proficient with computer software/programmes; confidence to pick up new tech
• Good problem-solving skills
• Able to negotiate effectively and handle difficult situations

Your benefits

• Living the Exclamation! – CEO Award for Outstanding Employee
• 33 days holiday (basic 25 days + 8; includes bank holidays)
• Additional holiday buy scheme (1-3 days, max 28 days annual leave)
• Day off for your Birthday
• Pension (match +2% up to 10%)
• Death in Service (4 x salary)
• Income Protection
• Bonus Scheme
• Employee Reward Scheme (points swapped for vouchers)
• Comprehensive Health Plan, dental, vision, and more
• Employee Assistance Program (EAP)
• Transport Scheme
• Cycle Scheme
• Tech Scheme
• Subsidised Gym
• Free breakfast snacks, weekly lunch voucher, and refreshments

Hours

8:00am – 8:00pm

Office Location

Quorum Business Park, Newcastle NE12 8BS

Work place Type

Hybrid (Monday & Friday at home – Tuesday, Wednesday & Thursday at office)

Function

Customer Success

Working at Act! means you are part of the A-Team, supporting our global customers with a work-smart approach to help businesses focus on future ambitions.

Learn more about working at Act!: www.act.com

If you are interested in joining Act!, please send your resume to the provided link.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development

Newcastle, United Kingdom