Customer Support Representative
Location: Staines, Surrey
Length: 6 months
Duration: 25/08/2025 – 25/08/2026
Rate: £162.67 per day (Inside IR35)
Hours: 40 hours per week
Role Overview:
Our client is currently seeking a motivated Customer Support Representative to join our Customer Support team, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the client platform, to ensure a positive customer experience. In this role you will:
* Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
* Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
* Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
* Escalating to internal or external support resources and Subject Matter Experts when necessary.
* Supporting users in the use of the client platform by providing necessary advice and/or training.
Skills & Experience:
* Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired.
* A good understanding of the client platform is an advantage
* Experience with using and troubleshooting SaaS applications
* Technical background and ability to learn and absorb technology quickly.
* Great written and verbal communication skill.
* Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
* The ability to communicate effectively with people at all levels.
* The ability to have difficult conversations with customers.
* The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
* Basic understanding of ITIL Skills and business processes.
* 2 – 4 years working within an IT environment
* The ability to work as part of a team and on their own initiative.
* Degree or experience in a Customer HUB or Customer Care function.
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