About the role This role will be responsible for providing premium support service to our clients. You'll be the first port of call for our client base, owning their queries, troubleshooting their issues, and acting as a trusted expert on our products. You'll work closely with Client Success, Engineering, and Operations to resolve complex problems and help clients get maximum value from our platform. This role requires curiosity, initiative, and a genuine enjoyment of problem-solving. No two days are the same. Key responsibilities <h2 style="line-height:1.38;margin-left:18pt;margin-top:0pt;margin-bottom:4pt;padding:0pt 0pt 0pt 18pt;">Premium Client Support </h2><ul style="margin-top:0;margin-bottom:0;"><li style="list-style-type:disc;font-size:12px;font-family:Arial, sans-serif;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Serve as the primary point of contact for premium clients, delivering timely, personalised support via our ticket system, email, and phone, always within SLA.</li><li style="list-style-type:disc;font-size:12px;font-family:Arial, sans-serif;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Investigate and reproduce client-reported issues methodically, identifying root cause before escalating to Engineering or third-party suppliers.</li><li style="list-style-type:disc;font-size:12px;font-family:Arial, sans-serif;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Own complex, multi-party issues through to resolution, keeping clients informed and updated throughout.</li><li style="list-style-type:disc;font-size:12px;font-family:Arial, sans-serif;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Maintain a deep understanding of our products, our clients, and their sectors so you can provide expert, bespoke guidance, not just generic answers.</li><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Handle inbound and outbound client calls with confidence and professionalism, building rapport, managing expectations, and resolving issues in real time where possible.</li></ul> <h2 style="line-height:1.38;margin-left:18pt;margin-top:0pt;margin-bottom:4pt;padding:0pt 0pt 0pt 18pt;">Documentation & Continuous Improvement</h2><h2 style="line-height:1.38;margin-left:18pt;margin-top:0pt;margin-bottom:4pt;padding:0pt 0pt 0pt 18pt;">• Contribute to the creation and maintenance of support documentation: FAQs, troubleshooting guides, and best-practice articles.</h2><h2 style="line-height:1.38;margin-left:18pt;margin-top:0pt;margin-bottom:4pt;padding:0pt 0pt 0pt 18pt;">• Identify recurring patterns in support tickets and surface them to Product and Engineering as part of ongoing service improvement.</h2><h2 style="line-height:1.38;margin-left:18pt;margin-top:0pt;margin-bottom:4pt;padding:0pt 0pt 0pt 18pt;">• Collaborate across teams: Client Success, Engineering, Operations, to implement fixes and improvements efficiently.</h2> About you We're looking for someone with experience in a client-facing role who is ready to work at pace and learn to grow and develop their career at Amiqus. You don't need to know everything on day one but you do need to be curious, methodical, and motivated by solving problems. In addition, we’re looking for:<ul style="margin-top:0;margin-bottom:0;"><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Demonstrated history in a support, technical support, or client facing role. </li><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Comfortable with ambiguity and fast-moving environments, you adapt quickly and ask smart questions to learn.</li><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Comfortable using helpdesk/ticket tooling such as Zendesk, Intercom, HubSpot Service Hub, or similar.</li><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Strong communication and interpersonal skills, able to explain technical issues clearly to non-technical clients.</li><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Methodical problem-solver: able to work through an unfamiliar issue step by step without a known answer.</li><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Highly organised, able to manage multiple priorities simultaneously without dropping the ball.</li></ul><h2 style="line-height:1.2;margin-top:12pt;margin-bottom:4pt;">It would also be advantageous if you have:</h2><ul style="margin-top:0;margin-bottom:0;"><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Prior experience supporting a software or SaaS product (strongly preferred).</li><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Comfortable using helpdesk/ticket tooling such as Zendesk, Intercom, HubSpot Service Hub, or similar.</li><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Familiarity with SLA management and ticket prioritisation frameworks.</li></ul> This is a fast-growing, scale-up environment, not a large scale corporation. Things move quickly. Whilst we have structure and excellent people - you’ll need to be able to deliver and implement things directly so we’re looking for someone who’s energised by making change, having specific impact and scaling themselves as we grow on our 10x plan. Interview process Interview Process We think it’s important to have an open and transparent process. The process might vary slightly but here’s what to expect: <ul style="margin-top:0;margin-bottom:0;"><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">An initial conversation with a member of the People team</li><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Interview with our Senior Client Operations Manager and one other senior team member</li><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Task based interview </li><li style="list-style-type:disc;font-size:12px;font-family:'Source Sans Pro', sans-serif;color:rgb(51,58,73);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">References and background checks followed by role offer</li></ul> Commitment to inclusion We recognise that diverse teams outperform. Perspectives and people of all backgrounds are welcome at Amiqus. We enable our people to do their best work and reward them based on performance. We acknowledge our moral and legal responsibilities to promote equal opportunities and pursue equality in all of our work. If there’s anything we can do to make sure you have a positive interview experience, please let us know. Privacy policy As you might expect, we care about privacy and have a <a href="https://amiqus.co/policies/privacy/amiqus-job-applicants" style="text-decoration:none;">privacy policy</a> which explains how we handle your information and data. Contact us [email protected]

Premium Support Co-Ordinator @ Amiqus

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