Customer Support Agent – 9-month FTC

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Phorest Software

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2003

☁️ SaaS

💄 Beauty

🤝 B2B

💰 $12M Debt Financing - Phorest on 2022-03

SaaS • Beauty • B2B

Phorest Software is a software company that builds and delivers a cloud-based platform to support salons and businesses in the beauty industry. Founded in 2002, Phorest provides salon management tools including bookings, payments (PhorestPay), client management, marketing and analytics, serving thousands of salon customers globally while emphasizing community, sustainability and employee culture. The company operates as a B2B SaaS provider with a distributed, growth-focused workforce of 400+ employees.

📋 Description

• Take ownership of the investigation, diagnosis, and resolution of our client's technical and customer service-related questions. • We own client communication from initial contact until resolution. • Strive to be a product expert in all areas of the product. • We pride ourselves on being able to understand each customer’s needs deeply. • Advocate for, and be the voice of our clients internally. • Engage with and work alongside different teams to provide product feedback and iterate on our processes. • Collaborate with different teams within Phorest, including our Marketing, E-commerce, and Mobile teams to ensure every decision made has our customers in mind. • Help test new features, bug fixes, and improvements and provide direct feedback to the teams involved. • 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

🎯 Requirements

• 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.