Customer Support Advisor

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.

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

• 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

• 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