Ocho
Information Technology Help Desk Support
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Client Support Associate
Belfast (Hybrid) | £32,000 – £38,000
At-a-Glance
- First-contact support role in a fast-scaling SaaS business with a global client base
- Hybrid working: Belfast-based, 2–3 days in the office with genuine flexibility
- £30,000 – £35,000 depending on experience
- Strong benefits: private healthcare, gym membership, enhanced leave and more
- A role where client support is genuinely valued and your growth is actively supported
About the Company
Our client is a fast-scaling SaaS business helping global multinationals transform how they manage Finance, Tax and Regulatory reporting. Their cloud platform removes the complexity of compliance and delivers measurable value to senior finance teams at some of the world's largest organisations. With a strong product, a growing team and a clear sense of purpose, this is a business where what you do every day has a direct impact on their clients' outcomes.
The Role
Joining the Client Support team, you will be the first point of contact for a portfolio of enterprise clients... diagnosing issues, owning tickets from first contact through to resolution, and ensuring every interaction reflects the high standards this business is known for. You will work closely with second-line support, product and technical teams, acting as the bridge between the client and the business. This is a role for someone who is naturally curious, methodical and genuinely motivated by delivering a great customer experience. You will build deep product knowledge quickly and have real scope to shape how support evolves as the company scales.
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Key Responsibilities
- Act as first point of contact for client incidents and service requests, logging and prioritising tickets in line with SLA targets
- Own tickets through their full lifecycle, keeping clients updated and driving resolution at every stage
- Diagnose client issues efficiently, applying strong problem-solving and analytical skills to resolve at first contact where possible
- Communicate proactively with clients via tickets, email, phone and Teams video calls in a professional and empathetic manner
- Collaborate with second-tier and escalation teams to resolve complex issues efficiently
- Contribute to and maintain internal and external knowledge bases, keeping content current following product updates and deployments
- Deliver client training sessions and webinars, educating users on system features and functionality
- Identify recurring issues and surface opportunities for process or product improvement
- Support the onboarding of new customers through guided calls, e-learning and webinar sessions
What You'll Need
Essential:
- Experience in a customer-facing support, helpdesk or service desk role
- Strong written and verbal communication skills, with the ability to explain issues and solutions clearly
- Comfortable working with a ticketing or service desk platform (e.g. Zendesk, Freshdesk, Jira Service Management or similar)
- Analytical and methodical approach to diagnosing and resolving issues
- Confident using Microsoft Teams for client calls and internal collaboration
- Right to work in the UK and able to work from Belfast on a hybrid basis
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Desirable / Nice to Have:
- Exposure to SaaS products, particularly within finance, tax or regulatory reporting
- Experience delivering client training or webinars
- Interest in fintech and a curiosity about new technologies
Why Apply?
- £30,000 – £35,000 depending on experience
- Hybrid working: 2–3 days in the Belfast office with flexibility across the week
- 25 days annual leave plus 8 public holidays, with additional days accruing with service
- 10 POETS half-days per year to support work-life balance
- Private healthcare including dental and optical cover
- Gym membership contribution of up to £125 per month
- Pension scheme with employer contribution, life insurance at 4x salary, and employee assistance programme
- A scaling business where client support has a clear seat at the table and where your development is taken seriously
Next Steps
If this sounds like the right move, reach out to Luke at luke@ochopeople.com or connect with him directly on LinkedIn. We'd love to hear from you.
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