Mentor - Software for Children's Services
Remote 1st Line Customer Support Agent
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About the Role
We are an innovative, fast-growing SaaS company looking for a friendly, organised and technically confident team player to join us as a 1st Line Customer Support Agent. You will combine your empathetic nature and troubleshooting skills to provide advice, training and guidance to ensure that our customers get the maximum benefit from their Mentor system.
This is a remote role, but you will need to attend our head office in Leicester several times a year for company meeting days. These are a chance to meet colleagues face to face and to learn more about the company, our products and our future plans. Expenses and travel costs will be covered for these days.
As you will be working remotely, you must be able to work independently and manage your own workload, while staying in close contact with colleagues in your team and across the company. You must also be able to communicate concepts and details clearly and accurately across a range of channels, including phone calls and video calls on Teams.
What We Offer
- Salary: £25,500 per year
- Hours: Full-time, permanent. 8:30am to 5:00pm, Monday to Friday, 1 hour for lunch.
- Holidays: 20 days per year plus bank holidays
- We provide: all the equipment you need, including a MacBook, external screen and keyboard, plus a full suite of software applications.
- You provide: due to the nature of the data we handle and systems you will be working on, you will need:
- a fast, secure and stable internet connection to connect to our systems
- a private, secure work area in your home where you can set up your equipment
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Key Requirements
- Experience: At least one year in a similar customer-facing or support role.
- Customer focus and empathy: A genuine desire to help people, with the patience and empathy to support customers who may be frustrated or unsure when dealing with technology.
- Communication: An excellent command of written and spoken English.
- Autonomy: Good time and work management skills, and the ability to work without close supervision.
- Problem solving: The ability to think on your feet and outside the box.
- IT literacy: Confident with everyday IT and comfortable learning new software.
- Willingness to learn: Full training on the Mentor system and other applications will be provided.
- Software: We use Microsoft Office, HubSpot and Slack, and experience of these would be an advantage.
- Flexibility: Willingness to travel to our Leicester head office several times a year for team meetings.
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Key Responsibilities
- Provide advice, training and guidance to our customers by phone, email and video calls.
- Role includes resolving software issues, filling knowledge gaps and supporting customers on their journey with us.
- Triage and manage tickets effectively, resolving them in line with our service level agreements (SLAs).
- Escalate issues to our 2nd Line, 3rd Line and Development teams when necessary to resolve them.
- Collaborate with development and QA teams to address and resolve recurring issues.
- Identify trends in support requests and feed back to other teams to contribute to product and process improvements.
- Maintain detailed records of support cases in our HubSpot CRM and ticketing system.
- Stay up to date with product releases and industry trends so that we deliver effective support.
If you can explain technical concepts to non-technical users clearly and pleasantly, we want to hear from you!
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