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Customer Support Advisor
Omniplex Learning. Act as the first point of contact for customer queries, incidents and service requests across support channels .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support and service desk operations, with strong skills in Salesforce Service Cloud and effective communication. Capable of managing support tickets, resolving issues, and contributing to knowledge sharing for continuous improvement.
Highest-signal resume keywords
Customer Support ExperienceSalesforce Service CloudAnalytical Problem-SolvingExcellent Communication SkillsTime Management Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticketing Platform ExperienceCRM ProficiencyIssue ResolutionKnowledge Base ContributionAttention to Detail
Soft Skills
Organizational SkillsCollaborative ApproachProactive AttitudeCommitment to Customer SatisfactionContinuous Learning
Tools & Technologies
Salesforce Service CloudVideo Conferencing ToolsCommunity Platforms
Industry Keywords
Customer Service EnvironmentSaaS PlatformsLearning Technologies
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Act as the first point of contact for customer queries, incidents and service requests across support channels
- Assess, categorise and prioritise incoming support tickets
- Resolve first-line issues wherever possible
- Escalate 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 email, telephone, video conferencing and community platforms
- Contribute to Knowledge Base content, knowledge sharing and continuous improvements to the customer support service
Requirements
What you’ll need- 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
Benefits
Comp & perks- 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