IT Support Agent - SaaS

Reed Technology are delighted to be working with dynamic and passionate SaaS company based in Reading with their search for a Service Desk Agent to join their fantastic team

Based in Reading

Salary: circa  £30,000

Permanent

Key responsibilities:

• Provide remote technical support to all our clients across the Healthcare, Retail & Construction sectors
• Provide initial response to client tickets
• Update and manage support tickets to completion via our ITSM system
• Update client information on our CRM system (Salesforce - Service Cloud)
• Prepare for and deliver weekly ticket calls and provide updated ticket lists, liaising directly with clients
• Adhere to the internal and external support SLA’s
• Escalate client tickets when required
• Engage with client to deliver real insight & added value through case and ticket management
• Manage the complete supplier onboarding process, from initial engagement through to full use of the platform.

Key Skills:

• 1-2 years of experience supporting users in a customer-facing role, ideally in a B2B SaaS environment (but not essential)
• Excellent written and verbal communication skills
• Drive to deliver a client centric experience
• A hard-working individual who can work as a team and learn new skills
• Has the ability to continually self-learn and improve
• Healthcare, Retail or Construction experience preferred but not essential
• ITILv3 or above preferred
• Service Cloud experience preferred
• High attention to detail

If you are interested in this fantastic opportunity please apply online or for more information please contact me on