Customer Support Executive – SaaS / Compliance Technology
Location: Hybrid – East Midlands (Office-based two days per week)
* £30,000 Basic Salary
* Company Bonus Scheme
* 27 Days Holiday + Bank Holidays
* Birthday Leave
* Company Pension
* Employee Assistance Programme
* Volunteering Days
The Company:
This rapidly expanding technology business provides industry-leading compliance and risk-management solutions to organisations across the UK. With thousands of active users and continuous year-on-year growth, the company has built a strong reputation for delivering intuitive, reliable and secure software that helps businesses manage critical driver, vehicle and workforce information.
Backed by a highly experienced senior team and a strong pipeline of new features and product enhancements, the company is entering an exciting phase of development. As demand continues to increase, they are strengthening their support function to maintain outstanding service levels for their expanding customer base.
This is a great opportunity to join a friendly, collaborative team within a fast-growing SaaS environment, where you can progress your technical skills and contribute directly to customer experience and service quality.
The Role:
We are seeking a proactive 1st Line Customer Support Executive to deliver high-quality technical and administrative support to users of the company’s cloud-based solutions.
You will be the first point of contact for customer queries, troubleshooting issues, handling support tickets, completing key administrative tasks, and helping ensure clients receive a responsive and positive experience.
The successful candidate will also play an important role in supporting product testing, onboarding activities, user administration and ongoing service improvements.
Key Responsibilities:
* Respond to customer support queries via phone, email and online ticketing systems.
* Diagnose, investigate and resolve 1st-line technical issues within agreed timeframes.
* Provide online training and guidance to users on system features and processes.
* Maintain, update and remove user accounts across internal systems.
* Support the testing of new releases, features and bug fixes.
* Complete administrative tasks including document validation, data entry and record management.
* Process compliance-related documentation accurately and efficiently.
* Work collaboratively with the wider support and operations teams to improve service quality.
* Help ensure that all customer interactions are handled in a professional, accurate and timely manner.
Skills & Experience Required:
* Previous experience in a customer support, service desk or administrative role (ideally within fleet, technology, compliance or a fast-paced service environment).
* Excellent communication skills.
* Strong attention to detail and accuracy in all administrative tasks.
* Confident working with MS Office (Outlook, Word, Excel essential).
* Experience with online ticketing/helpdesk tools beneficial.
* Ability to prioritise workload, manage deadlines and remain calm under pressure.
* Positive attitude, strong work ethic and a proactive approach to problem solving.
* Comfortable working both independently and as part of a team.
* An interest in technology and a willingness to learn new systems.
Additional Information:
* Standard working hours: Monday–Thursday 9:00–17:30, Friday 9:00–17:00.
* Role requires a basic DBS check due to data-sensitive work.
* Company offers full training on all systems and processes.
If you are enthusiastic about delivering excellent customer support and want to join a growing technology business, please apply for immediate consideration or contact us at contact@ecwsearch.com.