Position Overview
Our Support Team is the first line of support for our customers when they have a system issue and is a vital role in Fourth’s ability to always provide exceptional Customer Service. Based in Macclesfield, this role provides a great career development opportunity for someone who would like to develop to become a technical Specialist or to move internally within other Fourth departments once you have joined us.
Primary Responsibilities
- Provide software support for UK/US customers
- Have a great knowledge of our products; be able to distinguish between user and system related issues
- Handle or re-assign queries as appropriate
- Regularly update the customer on their case
- Achieve Service Level Agreements at all times
- Primary responder to incoming calls, creating an excellent first impression by being helpful and providing a speedy resolution
- Be customer service focused
- Build strong working relationships
Preferred Experience and/or Qualifications
- HR and Payroll SaaS experience preferred
- Zendesk experience
- Microsoft Office experience
- Strong verbal and written communication skills
- ITIL background preferred
Benefits
- 25 basic holidays with option to grow up to 30 with service years + birthday off + bank holidays.
- Flexible working hours and hybrid working environments.
- Wellness activities and gym subscription discounts.
- Provided laptop and equipment.
- Healthcare expense claim tools.
- Growth through certifications.
- Annual meet‑ups.
- Enhanced parenting scheme.
- Cycle to work scheme and season ticket loan.
- Pension and life insurance options.
- On‑demand pay tools.
Equal Opportunity Employer
All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, colour, age, national origin, military status, religion, or disability or any other legally protected status.
