Customer Support Representative

About the role

Fortytwo is expanding its team and is looking for Customer Support Representatives to handle technical customer support requests and enquiries professionally and to the customer's satisfaction, while monitoring the multiple systems used by the company. The role is hybrid: mornings on site and weekends, public holidays, afternoons and nights remotely.

Key responsibilities

• Provide first-line support and first-contact resolution to customers.
• Respond efficiently to customer inquiries and handle complaints professionally, following up until resolved.
• Identify customers' needs and assist them with their queries, providing accurate, complete information.
• Monitor traffic and report issues according to company procedures, escalating technical issues via the company's SOPs.
• Build rapport and trust with customers through open, interactive communication and proactively identify potential issues.
• Follow communication procedures, guidelines and company policies, and carry out any other tasks assigned by management.

Required profile

• Basic IT skills, ordinary level of education and proven customer support experience or experience in a customer-facing role.
• Passion for customer service and a customer-centric, can-do attitude.
• Excellent verbal and written English, and strong analytical, troubleshooting and problem-solving skills.
• Able to handle difficult or sensitive situations tactfully, adapt, multitask and prioritise.
• Keeps up to date with the latest technologies, products, services and the SMS industry.
• Available to work a 24/7 roster including weekends and public holidays.

What we offer

• Competitive salary and hybrid working.
• Career progression, health insurance and life insurance.
• Gym and employee wellness allowance, mental well-being support and discounts on other insurance policies.
• Weekly lunches, juices and snacks, team-building activities and a casual dress code.