About the role

• Providing technical support to all teams across the business via phone, email, or chat, resolving technical issues in a timely and effective manner.
• Troubleshooting hardware, software, and network issues, diagnosing and resolving problems to ensure that customers are able to use products and services effectively
• Managing a wide range of tasks including Issue investigation, 3rd Party Integrations, License Administration, Trusted Login setups and other administrative tasks relating to our SaaS environment.
• Escalating complex issues to senior technical support staff as needed and collaborating with other areas of the business such as the product development teams, and stakeholders to resolve these issues and ensure that customer needs are met
• Maintaining accurate records of interactions and technical issues through our support platform (Jira) and knowledge management system (Confluence) as needed
• Providing feedback to product development teams on customer needs and issues, helping to shape the development of new products and services.
• Participating in on-call rotations, providing after-hours technical support as needed.
• Understanding of the current state of infrastructure automation, continuous integration/deployment, SQL, security, networking, and cloud-based delivery models

About You:

• Excellent communication both written and verbal, a deep understanding of support and customer satisfaction.
• Ability to work in a fast-paced environment and handle multiple priorities simultaneously.
• Proven ability to troubleshoot and resolve technical issues.
• Experience in prioritising and managing a case workload to meet agreed SLA targets

What we offer:

As well as offering you the opportunity to work with a great team, be part of a growing company and have the chance to learn and enhance your knowledge and qualifications, we offer:

• 25 days annual leave (28 after 3 years’ service), plus bank holidays
• Pension
• Health cash plan
• Life assurance
• Family National Trust Membership
• Birthday day off
• Family forming support - e.g time off for family forming appointments or to support your partner
• Technology Loans
• Cycle to work scheme
• Car leasing scheme
• Enhanced maternity and paternity leave
• Perks at Work – access to exclusive discounts, cinema tickets, etc.
• Free annual health screening
• Regular training
• £1,500 employee referral scheme
• Medical Cover and Dental cover (after 6 months’ service)
• Income Protection insurance (after 12 months’ service)

About Ciphr:

Ciphr is a specialist provider of SaaS HR, payroll, recruitment and learning software through its HCM platform, Ciphr Connect. Ciphr’s cloud-based solutions help busy HR teams to streamline their processes across the entire employee lifecycle and spend more time working strategically.