Support Agent

Worktribe Limited; Bristol; Hybrid; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading SaaS company in Bristol seeks full-time Support Agents to provide exceptional product support to clients. Candidates should possess a high level of IT literacy, and strong problem-solving skills, and excel in customer service. Responsibilities include managing support tickets, troubleshooting, and engagement with clients. The role offers growth potential within a friendly team environment, hybrid working model, and various company benefits. Ideal for those looking to blend technical aptitude with customer interaction.

Benefits

Personal Development Plans with individual learning budgets

Opt-in Private Medical Insurance

Team breakfasts and social events

Access to Employee Assistance Programme

Free eye tests

Opportunity to volunteer with charity partner

Qualifications

• High level of IT literacy is essential.
• Strong technical problem-solving skills required.
• Excellent verbal and written communication skills are a must.
• Experience in customer service is highly desirable.
• Ability to manage competing priorities effectively.

Responsibilities

• Ensure all support processes and SLAs are adhered to.
• Respond to all support tickets promptly and professionally.
• Manage internal support tickets effectively.
• Provide support with client data import and setup.
• Participate in team training and events.

Skills

IT literacy

Technical problem-solving

Excellent verbal communication

Customer-focused mindset

Good interpersonal skills

Time management

Ability to work independently

Education

Degree in Information Technology or related field

Job description

Worktribe is a successful, friendly and fast – growing SaaS company providing a market – leading research and teaching platform for universities.

During this continuing period of expansion and growth, we have an exciting opportunity for two full-time Support Agents to join our growing Services team, providing excellent product support and customer service to clients.

This role will involve communicating directly with clients to investigate and resolve support queries, management of tasks such as configuration of our software to client requirements, and working closely with our team of consultants to ensure we’re delivering the very best service for Worktribe’s clients.

You’ll need to have technical aptitude and enjoy working in and around IT systems. We’re looking for someone who enjoys problem solving and customer service and has a high level of attention to detail.

You will receive training and shadow team members before being expected to handle support requests on your own. You will be mentored by wider Services team members. The role will offer plenty of scope to grow.

Responsibilities will include:

• Ensure all support processes, procedures and SLAs are adhered to.
• Ensure all support tickets are responded to promptly, appropriately and professionally.
• Identify the level of support enquiry, and escalate/refer as required.
• Manage internal support tickets.
• Ensure that support calls are correctly logged on our systems.
  
• Provide support with client data import and setup processes.
• Be able to perform exhaustive and complete troubleshooting before escalation.
• Participate in team and cross company training and events.

Required abilities and qualifications:

• High level of IT literacy.
• Strong technical problem-solving skills.
• Excellent verbal and written communications skills.
• A customer-focused mindset and good interpersonal skills.
• Good timekeeping.
• Ability to work independently and manage competing priorities.
• Degree in Information Technology, Computer Science or a related discipline or equivalent practical experience would be desirable.

Location and travel:

The successful candidate will follow a hybrid working pattern, working from our Bristol office 3 days a week.

Working hours will be 35 hours per week between the hours of 9am to 9pm, Monday to Friday.

Company benefits:

• Personal Development Plans (PDPs) with individual learning budgets .
• Opt in Private Medical Insurance.
• Team breakfasts & ad hoc social events .
• Access to Employee Assistance Programme (EAP) to support mental health .
• Free eye tests .
• Opportunity to volunteer and take part in fundraising events with our charity partner Frank Water .

How to apply

Please email your CV to [e-mail] (reference: Support role). You should include a covering letter detailing your suitability to the role.

Please note that we are only accepting applications from candidates who have the Right to Work in the UK.

Note: This job description sets out key elements and responsibilities of the role and is not exhaustive nor constitutes a contract. Duties may be changed to meet changing needs or circumstances.

Worktribe is keen to improve the diversity of its workforce and actively encourage women and other under-represented groups to apply for this position.

We’re committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.