Product Support Agent

Due to continued growth and an internal promotion, a Product Support Agent is required, on a permanent basis, to provide both first line support to customers already using our products, and nurture relationships with new and prospective clients.

Reporting to the Customer Support Manager, the successful candidate will work closely with the Support Co-ordinator and Development department to ensure customers issues are dealt with effectively and efficiently within our agreed SLA’s, and with the Marketing team to support new business campaign activities.

Full time position, permanent. Salary + bonus and company benefits, based in Wroughton, Swindon.


  • Providing support to customers and customer-facing teams within the company; answering support queries via phone, email or live chat.
  • Investigating and resolving simpler issues within our range of products, (using knowledge that will be developed over time whilst in the role).
  • Reporting support queries, bugs and escalating more technical issues to the relevant teams in a timely manner, via our helpdesk system, and tracking them through to their resolution to meet agreed company SLA’s.
  • Supporting customers in the use of our products by providing necessary training and advice.
  • Carrying out market research, using tools such as Linkedin, web searches and referrals, to identify specific contacts or find out targeted information about an organisation.
  • Making telephone calls and following up sales leads generated by marketing activities with prospective clients.
  • Using people and rapport building skills on the phone to find out relevant needs and issues.
  • Maintain internal systems and assist in the upkeep of the Elcome Contact Management Database.

The Candidate

  • Meticulous and methodical in your approach to work
  • Confident verbal communicator with a high level of written ability
  • Exceptional organisational skills
  • A strong team ethic, with a willingness to learn and exceed expectations
  • English GCSE C or above or equivalent experience
  • Experience of working within a customer facing environment
  • Exposure to Zendesk, JIRA and Microsoft office products (Outlook, Excel, Access) desirable but not essential

If you see yourself as the person we should be appointing as our new Product Support Agent, then apply today by sending your CV, with a brief introduction as to why you are attracted to this position.

Closing date for applications

Friday 10 January 2020


Wroughton, Swindon

Role Type

Full Time

Posted on


Closing Date


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Product Support Agent

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