The Role
This is a full-time, office-based role within our Support & Onboarding team, offering plenty of variety, customer interaction, and technical problem-solving.
You'll be the first point of contact for new customers getting set up on our software, guiding them through the onboarding process and providing ongoing support as they learn the system. You'll work closely with internal teams to ensure customers experience a smooth transition, complete their setup correctly, and understand how to use the product effectively.
The role involves a blend of investigating support queries, helping users troubleshoot issues, walking them through features, and ensuring they feel confident and supported from day one.
Other responsibilities include:
Handling incoming support queries via telephone and email
Logging, tracking, and updating cases using our in-house systems
Testing new features from a support/user perspective
Assisting with system setup, data migration checks, and user configuration
Working with a friendly, close-knit team to resolve customer issues efficiently
You'll need strong IT skills, a logical mindset, and great communication abilities. Full training will be provided on our software and internal systems.
Because migrating to a new platform can be overwhelming for customers, the ability to reassure users, explain technical steps clearly, and deliver excellent service is essential.
Key Responsibilities
Provide first-line and onboarding support to new customers, including initial setup and data checks
Troubleshoot user issues via phone and email, escalating when needed
Help coordinate customer go-live schedules with internal teams
Deliver online walkthroughs and feature overviews to help users get comfortable with the system
Create and update support articles, user guides, and FAQs
Test new features and provide feedback to the product team
Build positive relationships with customers through timely, proactive support
Ensure all support cases are accurately logged and resolved in a professional manner
About You
2-3 years experience in software support, onboarding, or a customer-facing IT role
Ability to explain technical steps in a simple, friendly, and confident manner
Strong customer service skills and the ability to build rapport
Organised, detail-focused, and able to manage multiple tasks
Excellent written English for emails and documentation
Comfortable using CRM, ticketing tools, or business software
Logical thinker with an interest in problem-solving and technology
Experience in the automotive/motor trade (dealership, garage, etc.) is beneficial but not essential
Quick learner who adapts easily to new systems and processes
Benefits of Joining the Team
Monthly attendance bonus
Free daily lunch at the on-site restaurant and coffee bar
Free access to on-site gym, table football, and arcade machines
Casual dress code
Modern offices with free parking
Workplace pension scheme
Salary depends on skills and experience. This role is office-based and not suitable for remote working .
Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.
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