Job Description

Customer Support Agent Job Advert

About edays

edays is the world's smartest absence management software. Over 1,400 companies across 120 countries, in 25 languages, trust edays world-class platform to deliver absence management in their organisations. We exist to transform the world's approach to absence and to change how businesses and their people experience it. We do all this from our offices in the centre of Nottingham.

We're human-centered.

Our team are real people with real lives. That's why we celebrate the moments that matter in your life with perks that allow you to 'live your best life' - like winning at work or taking time off to recharge. There is no politics. Come as you are. We all belong. We are one team - regardless of your role or department. Everyone plays a critical part in making the magic happen for our customers and us.

About the role

You will be responsible for providing expert support to our customers who are using the company's software across the UK and in over 60 countries worldwide. Acting as the first point of contact across phone, email, and our Customer Support Portal, you'll manage product queries and technical issues from receipt to resolution.

Working within a SaaS environment, you'll be involved in everything from resolving day-to-day user queries to more complex troubleshooting involving APIs, integrations, and SQL/database investigations (with training provided). You'll work closely with our Development team to ensure smooth escalation and resolution of technical issues and play a key role in maintaining our high customer satisfaction (CSAT) and SLA targets.

We'll encourage you to grow and develop in your role and support you to continuously look at new ways to provide the best possible customer service.

Role Responsibilities

Being the first point of contact for customers - managing queries via email, phone, and the Customer Support Portal. Managing enquiries from receipt to resolution, ensuring updates are clear and timely. Troubleshooting more complex customer issues including, where trained, API, integration, and database-related queries. Communicating effectively with customers, managing expectations in line with SLAs, and ensuring tickets are resolved efficiently. Proactively identifying recurring issues and feeding this back into internal teams to drive improvements. Maintaining accurate records of customer interactions and ensuring thorough documentation of issues. Collaborating with the Development team and other internal departments to resolve technical tickets and ensure smooth communication. Keeping up to date with system features and changes to confidently support our users.

About you

To help our customers get the best service, you must:

Minimum of 2 years experience in a customer-facing role, ideally within application or technical product support.

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Be customer-centric, with a drive to deliver an amazing service at every interaction. Have an understanding of SaaS/web-based applications and a desire to keep learning. Be organised and capable of managing multiple customer tickets simultaneously. Have excellent written and verbal communication skills across phone, email, and Teams. Be a great problem-solver - logical, proactive, and calm under pressure. Be self-motivated and resilient, knowing when to escalate and when to take ownership. Be a strong team player, ready to work cross-functionally to resolve customer issues.

Desirable:

Exposure to handling support queries involving APIs, integrations, or SQL. Working knowledge of SQL and database structures. Experience supporting SaaS or web-based software products.

Our benefits

28 days annual leave, plus bank holidays 2 additional 'ME' days to support your wellbeing A strong learning environment where you will be supported to learn and grow Access to well-being tools
Job Types: Full-time, Permanent

Benefits:

Additional leave Company events Company pension Flexitime Health & wellbeing programme Life insurance On-site parking Paid volunteer time Referral programme Work from home
Work Location: Hybrid remote in Nottingham NG1 7EH