- Workplace
- Remote
- Type
- Full-time
- Department
- Customer Service
- Closing date
- Today
- Source
- Vincere
Description
Job Title: Application Support Advisor
Location: Exeter Office based with one flexible work from home day
Company: Re-flow
About Us:
Re-flow is a dynamic company providing cutting-edge field management software that transforms the way businesses operate. We pride ourselves on delivering exceptional customer service and technical support to help our clients achieve their goals. We’re looking for a Application Support Advisor to join our growing team and be the first point of contact for our customers.
The Role:
As a Application Support Advisor, you will advise users on best practice usage of Re-flow, as well as troubleshooting and resolving issues related to our SaaS platform. Your role will involve guiding customers through solutions, escalating complex problems to appropriate teams, and ensuring a seamless experience that keeps our clients productive and confident in using Re-flow.
Key Responsibilities:
- Provide first-line technical support to customers via phone, email, and live chat.
- Troubleshoot and resolve software-related issues, guiding customers step-by-step.
- Assist users in navigating the platform, offering tips and best practices.
- Log and manage support tickets in our Helpdesk system, ensuring clear and thorough documentation.
- Escalate complex or unresolved issues to the second-line support or development teams.
- Collaborate with internal teams to identify and resolve recurring issues.
- Contribute to creating and maintaining a knowledge base of FAQs and guides.
About You:
- Excellent communication (both written and verbal) and interpersonal skills with a customer-first attitude.
- A team player who enjoys helping others and thrives in a collaborative setting.
- Strong troubleshooting and problem-solving abilities in a software environment.
- Ability to prioritise and manage multiple queries in a fast-paced environment.
- Proficient in using support ticketing systems and collaborative tools.
- Previous experience in SaaS technical support or customer service is a plus.
- Tech-savvy and quick to learn new systems; Knowledge of SaaS platforms, basic API integrations, or workflow software is advantageous, but not required.
What We Offer:
- Competitive salary and benefits package.
- Private Dental/Health Care
- Opportunities for professional growth within a supportive, innovative company.
- The chance to be part of a passionate team that values collaboration and customer success.
