Months 2–3:

• Build on the foundational knowledge gained during your first month alongside your team.
• Set weekly goals with your manager to support your development.
• Begin bi-weekly 1:1 meetings with your manager.

Months 3–6:

• Participate in your 3-month performance review, providing an opportunity to reflect on your progress and agree development goals for the remainder of your contract.
• Continue to build your knowledge and skills based on the outcomes of your review.
• Continue your bi-weekly 1:1 meetings with your manager.

Months 6–9:

• Participate in your 6-month performance review to assess your progress, performance, and objectives for the remainder of your fixed-term contract.
• Continue working towards consistently achieving the expected performance standards, including a target of 17+ tickets closed per day.
• Continue your regular bi-weekly 1:1 meetings with your manager.

The Specifics:

• Answer incoming Customer Support queries (approx 17+ per day)
• Resolving problems by phone, email support or remote connection
• Becoming a Product Expert on Phorest’s software
• Issue reporting, logging, and troubleshooting
• Escalating issues to internal teams where necessary

You Have:

• 3+ years of experience in Customer Support
• 1+ year of experience in Technical Support
• Exceptional problem-solving skills
• Genuine passion for speaking to and supporting customers
• Strong ability to prioritise and manage competing priorities
• Excellent written and verbal communication skills - you need to take technical language and concepts and make them accessible to our customers
• Ability to think on your feet and context switch when needed
• Be thorough, detail-oriented, and self-motivated
• Ability to work independently, as well as collaboratively
• Commitment to continuous self-improvement and learning

Nice to Have:

• Experience troubleshooting and supporting Cloud Software
• Knowledge of Zendesk, Aircall, Slack
• Interest in technology and/or the Hair & Beauty Industry
• 1+ Year in SAAS (Software As A Service) Support Environment

Benefits

• 🧘Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.
• 💰As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.
• 🚵🏿 We help you travel by providing a bike to work scheme as well as tax saver transport tickets.
• 🦸‍♀️We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.
• 🍼We care for your family and provide Enhanced Maternity and Paternity Benefits.
• 🌳We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.
• 🏠Moving house? Phorest employees get 3 moving days.

Want to learn more about Phorest? Check out nothingventured.rocks for our blog and Insights on building an evergreen company from the team here at Phorest.

Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.