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Customer Support Advisor
Omniplex Learning
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted Oct 27
About this role
Looking for a customer support role where you can solve problems, learn and make a real difference to the customer experience? Who are we? At Omniplex Learning, our mission is simple - to help organisations unlock their potential through exceptional digital learning, all in one place. We’re looking for a customer-focused and proactive Customer Support Advisor to join our Customer Support & Enablement team. You’ll be the first point of contact for our customers, helping to resolve queries and ensure they receive a responsive, professional and high-quality support experience. What will you do? You’ll provide first-line support across our products and services, taking ownership of customer queries and working with colleagues to deliver timely and effective resolutions. • Act as the first point of contact for customer queries, incidents and service requests across our support channels • Assess, categorise and prioritise incoming support tickets, resolving first-line issues wherever possible • Escalate more complex cases to second-line support colleagues and wider business teams when required • Maintain accurate case records, activity logs and customer interaction histories within Salesforce Service Cloud • Support customers through multiple channels, including email, telephone, video conferencing and community platforms • Contribute to Knowledge Base content, knowledge sharing and continuous improvements to our customer support service Who are we looking for? You’ll be an organised and customer-focused problem-solver who communicates clearly, stays calm under pressure and takes ownership of delivering a positive customer experience. • Experience in a customer support, service desk or customer service environment • Excellent written and verbal communication skills, with a strong commitment to customer satisfaction • Strong organisation and time-management skills, with the ability to prioritise competing demands • An analytical approach to problem-solving and excellent attention to detail • Experience using a CRM or ticketing platform, ideally Salesforce Service Cloud • A collaborative and proactive approach, with an interest in continuous learning; experience supporting SaaS platforms or learning technologies would be advantageous What’s in it for you? • A competitive salary reflective of your experience • Hybrid working model , with 2-3 days a week based in our office in St Albans • 25 days annual leave plus bank holidays, and your birthday off • Inclusive Private Medical Insurance and mental health support • Group Life Insurance • Enhanced family friendly policies • Regular social events and team activities Location St Albans Remote status Hybrid