Founded in 2002, Phorest Software develops cloud-based salon management software for businesses in the beauty industry. Its platform brings together appointment bookings, payments through PhorestPay, client management, marketing and analytics, helping salon teams manage day-to-day operations and customer relationships. Phorest serves salon customers globally as a B2B SaaS company, with a distributed workforce of more than 400 employees.
Customer Support Agent (9-Month Contract)
Support Phorest salon and medspa software customers by resolving technical and service queries. Troubleshoot issues, guide customers, and share feedback to help improve the product.
Description
- Investigate and resolve clients’ technical and customer service questions.
- Manage client communication from first contact through resolution.
- Build expertise across Phorest’s software.
- Understand customer needs and provide empathetic, transparent, solution-focused support.
- Represent clients’ needs and feedback within the company.
- Work with Marketing, E-commerce, Mobile, and other internal teams.
- Share product feedback and help improve support processes.
- Test new features, bug fixes, and product improvements.
- Handle approximately 17 or more incoming support queries each day.
- Resolve issues by phone, email, or remote connection.
- Record, report, and troubleshoot issues.
- Escalate issues to internal teams when needed.
- Take part in induction, development planning, regular one-to-one meetings, and performance reviews.
- Work toward performance targets, including closing at least 17 tickets per day.
Requirements
- At least 3 years of customer support experience.
- At least 1 year of technical support experience.
- Exceptional problem-solving skills.
- A genuine interest in speaking with and supporting customers.
- Strong prioritisation skills and the ability to manage competing demands.
- Excellent written and verbal communication skills.
- Ability to explain technical language and concepts clearly to customers.
- Ability to think quickly and switch contexts as needed.
- Thorough, detail-oriented, and self-motivated approach.
- Ability to work independently and collaboratively.
- Commitment to ongoing learning and self-improvement.
- Experience troubleshooting and supporting cloud software is a plus.
- Familiarity with Zendesk, Aircall, and Slack is a plus.
- Interest in technology or the hair and beauty industry is a plus.
- At least 1 year of experience in a SaaS support environment is a plus.
- Availability to work Tuesday through Saturday.
- Must be based in Northern Ireland, Ireland, or the UK.
Benefits
- Private healthcare.
- Two wellness days.
- Employee assistance program.
- Free online GP service.
- Competitive compensation.
- Employee share purchase scheme.
- Pension.
- Life assurance.
- Income protection.
- Bike-to-work scheme.
- Tax-saver public transport tickets.
- Two weeks of leave for fertility treatment, pregnancy loss, and menopause.
- Enhanced maternity and paternity benefits.
- Extensive development opportunities.
- Development programs.
- Access to online learning resources, including LinkedIn Learning.
- Three moving days.
- Flexitime.
- Option to work from home.
- Remote work options.