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Technical Support I – Tier 1

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full-time

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Location Type: Hybrid

Location: Liverpool • United Kingdom

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About the role

  • Serve as the frontline contact for customer issues via phone, email, and chat.
  • Troubleshoot and resolve basic to moderately complex issues using internal documentation.
  • Triage and escalate more complex problems to Tier II with detailed case notes.
  • Maintain documentation accuracy and quality within Salesforce.
  • Educate customers on platform features and best practices.
  • Contribute to support knowledge base content and improvements.

Requirements

  • 0–2 years technical support, customer support, or SaaS experience.
  • Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)
  • Strong verbal and written communication skills.
  • Experience with Salesforce or similar CRM tools, strongly preferred.
  • Basic Excel knowledge and comfort with technical documentation.
  • Familiarity with social media or online reputation tools is a plus.
  • Detail-oriented and focused on resolving customer pain points quickly.
  • Empathetic and able to translate technical information into everyday language.
  • Thrives in high-volume, fast-moving environments.
  • Highly collaborative, eager to learn, and always looking for ways to improve the customer experience.
  • Flexible, adaptable, and willing to take initiative.
Benefits
  • Fully funded private medical insurance for you and your family – we cover 100% of the premium, so you can focus on what matters most: your health and wellbeing.
  • Life insurance at 4x your annual salary , giving extra peace of mind for you and your loved ones.
  • Company-funded Medicash cash plan for employees and dependent children.
  • Employee Assistance Programme (EAP) – confidential mental health, wellbeing and practical support whenever you need it.
  • 21 days’ paid annual leave plus all UK bank holidays , and on top of that, enjoy 6 additional company-wide “Extended Company Holidays” each year dedicated wellness days where the entire Office switches off together to rest, reset, and prioritise wellbeing.
  • Cycle to Work, Home & Tech Schemes , saving you up to 8% on products while spreading the cost interest-free over 12 months.
  • Pension scheme with Scottish Widows via salary sacrifice
  • Employee Resource Groups (ERGs) that foster connection, belonging, and shared experiences
  • Free on-site car parking at our Liverpool office.
  • Free snacks and drinks to keep you fueled throughout the day, plus £15 towards lunch on core days via Deliveroo when working from the office.
  • Gym membership reimbursement up to £20 per month to support your physical wellbeing.
  • Opportunities to get involved in giveback and cultural activities , helping you make a positive impact beyond your day-to-day role.
  • Mortgage Advice Service , access to a team of over 70 dedicated experts in getting you the best deal on your mortgage with no brokerage fees.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportcustomer supportSaaSSalesforceExceltechnical documentation
Soft Skills
verbal communicationwritten communicationdetail-orientedempatheticcollaborativeadaptableinitiativecustomer experience improvement