Hybrid Customer Support Specialist

About the Business Division: Rota Master is at the forefront of software development, crafting high-quality applications. Our team is dedicated to pushing the boundaries of what’s possible, creating solutions that enhance user experiences and drive business success. Rota Master is looking for an enthusiastic and dependable Customer Support Specialist to join our team.

What you’ll be doing:

• Engaging with new & existing customers across email, phone, & video, including webinars & virtual support sessions as needed.
• Taking ownership of customer issues from initial contact to resolution, keeping customers updated throughout, ensuring everything is documented clearly.
• Troubleshooting system issues, navigating unique ways of working, & collaborating with internal teams where needed to find the right solution.
• Building strong relationships with customers by being approachable, reliable, & genuinely helpful.
• Develop a deep level of expertise on Rota Master’s capabilities & features, staying informed as the product & health & care industries evolve.
• Working closely with implementation, product, & technical teams to improve the overall customer experience.
• Contributing to customer how-to guides, internal documentation/testing, & support processes to help both customers & colleagues succeed.
• Investigating and replicating system issues before escalating bugs to Product and Development teams with clear and accurate information.
• Playing an active role in improving how we deliver support as a team.

You’ll thrive in this role if you:

• Are passionate about technology with a natural curiosity about how things work.
• Possess the drive & enthusiasm to keep learning & growing.
• Have a natural gift for building rapport & trust with customers & colleagues.
• Foster a genuine passion for engaging with customers every day, helping them succeed & showcasing the real value of our product.

What we’re looking for:

• At least 1 year of experience in a customer support, helpdesk or SAAS service-focused role.
• Exceptional written & verbal communication; confidence in phone interactions, clear writing, & ability to explain complex topics simply & concisely.
• Interest in learning new technologies & curious about systems & products work.
• Excellent time management & organisational abilities to balance a varied, fast‑paced workload effectively.
• Ability to connect confidently with customers over video for webinars, virtual sessions, & one‑on‑one calls, as well as over the phone.
• Skilled at building trust & rapport with customers to maintain open communication & strong relationships.
• Enthusiasm for continuous learning & self‑improvement to enhance skills & performance in the role.
• Confident in challenging existing ways of working & presenting innovative, fresh perspectives to help Rota Master & our customers succeed.

What we offer

• 37.5 Hours a week, hybrid working.
• 25 days holiday.
• Performance based bonus.
• Private Medical insurance.
• Life cover.