Technical Support I Tier 1
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About Reputation
Reputation founded in Silicon Valley in 2013 is the industrys sole platform that uses an AI-powered product stack to help companies measure manage and scale their real-time reputation performance everywhere effectively functioning as a businesss eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner Kleiner Perkins and Marlin Equity Partners driving substantial annual recurring revenue from Global Fortune 1000 companies major automotive OEMs healthcare systems and top property management firms with trust from over 250 partners including Google and Meta. Recognized recently as Americas Greatest Midsized Workplaces by Newsweek which rewards excellence and career development and attracts player-coaches team-oriented collaborators and individuals who value perseverance and hustle.
Your Role at Reputation:
This is your opportunity to join a dynamic and customer-obsessed technical support team at Reputation where youll be the first point of contact for users seeking help with our platform. As Technical Support your ability to resolve frontline issues sets the tone for every customers journey. Youll play a pivotal role in ensuring that our clients feel supported understood and empowered to get the most out of our technology. This role also directly contributes to the feedback loop that improves our products documentation and customer experience processes across departments.
You will manage a high volume of customer support requests and take ownership of resolving common technical issues. Using internal tools troubleshooting guides and collaboration with Tier II you will ensure each customer gets timely accurate help. Your efforts will influence customer satisfaction onboarding success and overall platform trust.
How Youll Shape the Experience:
Serve as the frontline contact for customer issues via phone email and chat.
Troubleshoot and resolve basic to moderately complex issues using internal documentation.
Triage and escalate more complex problems to Tier II with detailed case notes.
Maintain documentation accuracy and quality within Salesforce.
Educate customers on platform features and best practices.
Contribute to support knowledge base content and improvements.
The Skills That Set You Apart:
02 years technical support customer support or SaaS experience.
Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)
Strong verbal and written communication skills.
Experience with Salesforce or similar CRM tools strongly preferred.
Basic Excel knowledge and comfort with technical documentation.
Familiarity with social media or online reputation tools is a plus.
Detail-oriented and focused on resolving customer pain points quickly.
Empathetic and able to translate technical information into everyday language.
Thrives in high-volume fast-moving environments.
Highly collaborative eager to learn and always looking for ways to improve the customer experience.
Flexible adaptable and willing to take initiative.
Where Youll Connect & Collaborate:
Your main HQ is our Liverpool office but we know great work can happen anywhere. Youll have the flexibility of a hybrid schedule joining us in person on Tuesdays and Wednesdays (subject to change) and working from home the rest of the week.
Our Benefits & Perks
We believe our people deserve to feel supported valued and rewarded both in and out of work. Thats why we offer a generous and thoughtfully designed benefits package including:
Fully funded private medical insurance for you and your family we cover 100% of the premium so you can focus on what matters most: your health and wellbeing.
Life insurance at 4x your annual salary giving extra peace of mind for you and your loved ones.
Company-funded Medicash cash plan for employees and dependent children.
Employee Assistance Programme (EAP) confidential mental health wellbeing and practical support whenever you need it.
21 days paid annual leave plus all UK bank holidays and on top of that enjoy 6 additional company-wide Extended Company Holidays each year dedicated wellness days where the entire Office switches off together to rest reset and prioritise wellbeing.
Cycle to Work Home & Tech Schemes saving you up to 8% on products while spreading the cost interest-free over 12 months.
Pension scheme with Scottish Widows via salary sacrifice
Employee Resource Groups (ERGs) that foster connection belonging and shared experiences
Free on-site car parking at our Liverpool office.
Free snacks and drinks to keep you fueled throughout the day plus 15 towards lunch on core days via Deliveroo when working from the office.
Gym membership reimbursement up to 20 per month to support your physical wellbeing.
Opportunities to get involved in giveback and cultural activities helping you make a positive impact beyond your day-to-day role.
Mortgage Advice Service access to a team of over 70 dedicated experts in getting you the best deal on your mortgage with no brokerage fees.
We are proud to be an equal opportunity employer and strongly value diversity within our company. We are committed to ensuring a workplace free from discrimination where everyone is treated fairly regardless of race religion ethnicity gender sexual orientation age marital status disability or any other protected characteristic. We believe that diverse perspectives foster innovation and contribute to our shared success and we welcome all individuals to join us in creating an inclusive environment.
To learn more about how we handle the personal data of applicants visit ourCandidate Privacy Notice.
Applicants only - No 3rd party agency candidates.
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Looking for the best online reputation management services? ✓ We turn customers into local advocates by building your brand's online & digital reputation.
