Customer Support Agent (9-month FTC)

Phorest

19h•Hybrid

About The Position

Phorest powers over 12,000 hair and beauty salons, spas and medi-aesthetic clinics using our software in the UK, Ireland, Germany, Finland, the USA and Canada, processing more than 7 million appointments per month. Our system touches every point of the salon experience. We have the in-salon software desktop application, Phorest Go (the native staff application), online bookings website for salons, and custom native apps per salon. Customer Support is critical within the company to ensure we have happy customers who stay with us, grow their business with us, and get value out of our products. We are growing fast and would like to add a new member to our team. You will join a group of highly motivated individuals, working to help us grow Phorest faster. This is a 9-month fixed term contract role on a Tuesday to Saturday working week.

Requirements

3+ years of experience in Customer Support
1+ year of experience in Technical Support
Exceptional problem-solving skills
Genuine passion for speaking to and supporting customers
Strong ability to prioritise and manage competing priorities
Excellent written and verbal communication skills - you need to take technical language and concepts and make them accessible to our customers
Ability to think on your feet and context switch when needed
Be thorough, detail-oriented, and self-motivated
Ability to work independently, as well as collaboratively
Commitment to continuous self-improvement and learning

Nice To Haves

Experience troubleshooting and supporting Cloud Software
Knowledge of Zendesk, Aircall, Slack
Interest in technology and/or the Hair & Beauty Industry
1+ Year in SAAS (Software As A Service) Support Environment

Responsibilities

Take ownership of the investigation, diagnosis, and resolution of our client's technical and customer service-related questions.
Own client communication from initial contact until resolution.
Strive to be a product expert in all areas of the product.
Advocate for, and be the voice of our clients internally.
Engage with and work alongside different teams to provide product feedback and iterate on our processes.
Regularly collaborate with different teams within Phorest, including our Marketing, E-commerce, and Mobile teams to ensure every decision made has our customers in mind.
Help test new features, bug fixes, and improvements and provide direct feedback to the teams involved.
Answer incoming Customer Support queries (approx 17+ per day)
Resolving problems by phone, email support or remote connection
Becoming a Product Expert on Phorest’s software
Issue reporting, logging, and troubleshooting
Escalating issues to internal teams where necessary