Customer Support Advisor
Provide technical support to help customers feel safe in their homes
Location: Manchester, England, United Kingdom
Job Tags: Operations
About The Role
Customer Support Advisor
At SimpliSafe, we're not just another home security company — we're on a mission to make every home secure. Our award-winning smart security systems already protect over 4 million customers across the US and UK, and we're just getting started.
Since launching in the UK in 2019, we've received top ratings from Trustpilot, glowing reviews from leading publications, and a sky-high Net Promoter Score of 72+. But it's our people who make all the difference. Now, we're looking for a motivated, customer-obsessed Customer Support Advisor to join our Manchester-based team and help take our service to the next level.
As a Customer Support Advisor, you'll be at the heart of our customer journey - providing real-time support to our customers. You'll work across phones, emails, and live chat to provide technical support to our customers and help people feel safe in their homes.
What You'll Do
* Managing inbound and outbound call workflows in a timely manner
* Communicating with our customers via phone, email, live chat and social media
* Supporting our customers' technical enquiries and offering solutions
* Identifying and assisting customer's needs and requirements
* Troubleshooting issues with our customers
* Ensuring excellent call quality and working to achieve 'first call resolution' (FCR) on all calls
* Proactively contacting customers to ensure their satisfaction
What You'll Need
* Experience in technical support is desirable
* Experience in customer service is essential
* Must be an excellent communicator with the ability to build rapport quickly and easily with customers from all walks of life
* Must be able to prioritise effectively and work efficiently
* Strong phone contact handling skills and active listening
* Team player - must be able to follow instructions, accept and apply feedback
* Customer orientation and ability to adapt/respond to different characters
* Adept in problem solving and skilled in troubleshooting
* Strong attention to detail, a Tech Support Representative will provide support and resolve any problems that our customers may face involving their security system with accuracy and efficiency.
What Values You'll Share
* Customer Obsessed - We understand our customers and aim to build long term relationships and trust.
* Aim High - We are always challenging ourselves and others to grow and improve.
* No Ego - We drive to succeed as a team and learn from our mistakes.
* One Team - We collaborate and win as a team.
* Lift As We Climb - We invest in developing others and ourselves.
* Lean & Nimble - We test, learn and improve.
What's in it for you?
* 36 Days holiday entitlement
* Enhanced pension
* Life assurance
* Private dental and healthcare
* Free eye test and contribution to glasses
* Employee Assistance Programme
* Access to retail discounts
* SimpliWell - Wellbeing contribution (e.g. gym, spa day, athleisure etc.)
* Cycle to work scheme
* Team social events (annual summer and christmas parties, amongst other socials)
* Freebies, Perks at Work membership, monthly pay day breakfast, monthly lunch, weekly snacks etc
Ready to make an impact? If you're passionate about customer service, love tech, and want to be part of something meaningful— we want to hear from you.
We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact hr-uk@simplisafe.co.uk.
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