- Being the first point of contact for customers, typically through Intercom live chat, Salesforce cases and incoming calls
- Understanding the client’s needs and resolve their requirement efficiently and proactively
- Troubleshooting any potential reported bugs and providing the necessary steps to recreate to the technical team
- Helping to improve the overall process and quality of support
- Escalating issues to 2nd line support where required
- Excellent customer interaction skills, both verbal and written
- Process-driven and organised with the ability to structure your own day
- Quick learner with aptitude and desire to learn new technologies
- A relevant degree/educational background is desirable
- Any exposure to Salesforce or Intercom live chat is hugely beneficial