Phorest Software
Phorest Software
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.

Aprašymas

  • 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.

Reikalavimai

  • 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.

Privalumai

  • 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.

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