Customer Support Specialist

About FuseMetrix GroupThis is a great opportunity to join an established and growing UK software company, developing powerful all-in-one systems used by a wide range of clients across multiple industries. With a focus on reliability, innovation and long-term partnerships, the business supports customers through every stage of their growth - offering tools that manage everything from day-to-day operations to strategic decision-making. The team is collaborative, solutions-focused, and committed to delivering an excellent customer experience.The RoleAs a Customer Support Specialist, you’ll be the first point of contact for customers seeking help with a feature-rich platform. Support is provided via phone, email, and live chat, and queries can range from basic usage to more technical configuration issues - so strong problem-solving skills and an interest in technology are key.While this is a hands-on support role, it also offers exposure to wider parts of the business, making it a solid entry point for someone interested in developing a longer-term career in customer success, onboarding, or implementation.Key ResponsibilitiesRespond to incoming queries via ticketing system, live chat, email, and phone.Troubleshoot and guide users through configuration-based support (no coding required).Learn the product in depth to offer accurate, efficient advice.Escalate more complex technical issues where needed.Contribute to support documentation and internal knowledge sharing.Deliver a friendly, solution-focused experience for every customer.What We're Looking ForExperience in a customer-facing role (support, service desk, or similar).Confident communicator with strong written and verbal skills.Technically curious - able to pick up complex systems quickly.Calm under pressure and comfortable handling multiple conversations at once.A team player who’s also happy working independently.Previous experience with CRM or support tools is desirable.What's On Offer?Competitive salary.Pension scheme and additional benefits.Supportive and collaborative team culture.Exposure to a modern, complex SaaS product.Opportunities to broaden your skills and explore future paths in customer success, account management or implementation.