Customer Support Technician

As a Customer Support Technician, your primary responsibility will be front line support for Customer Administrators of our solutions. Gaining the confidence and trust of your stakeholders through active listening and problem solving will be critical to your success. Typical support requests may include answering product how to questions, assisting customers with system configuration changes and troubleshooting technical issues. Come join our outstanding team of fun, close knit professionals who will help with your success and long term career growth!

At NAVEX, you will work in a hybrid role and thrive alongside an engaged and collaborative team invested in supporting your success!

What you'll get:

• Meaningful Purpose. Your work helps organisations operate with integrity and protect their people-at a scale few companies can match.
• High Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You'll be trusted with real ownership and supported to do the best work of your career.
• Candid, Supportive Culture. We communicate openly, challenge ideas-not people-and value teammates who embrace bold thinking and continuous improvement.
• Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
• Rewards for Results. We provide clear, competitive compensation designed to recognise measurable outcomes and real impact.

What you'll do:

• Accurately and efficiently manage customer support requests via phone, email and customer portal within service level agreement requirements.
• Diagnose, prioritise and troubleshoot customer issues through to resolution.
• Develop a complete understanding of customer's needs and problem to assist with system configuration changes that meet their expectations.
• Consistently educate/train customers on solutions with the goal of helping them achieve their objectives with our systems.
• Leverage your product and platform knowledge to identify potential system and customer relationship enhancements, including upsell opportunities within existing customer base to optimise customer system performance.
• Interpret and communicate specialised technical material into information usable by customers.
• Establish project tasks, related timelines and update NAVEX's CRM.
• Work with cross functional teams to ensure customer objectives are met, including customer input communications to product development.
• Manage confidential and proprietary customer information.

What you'll bring:

• 1+ years of experience in a customer service or customer support role preferred.
• Proficiency in Windows and Microsoft Office.
• Strong technical aptitude with general understanding of website functionality and related technologies.
• Ability to learn and assimilate new information quickly.
• Ability to independently evaluate and define customer and system needs.
• Ability to work within a close knit team environment, fostering valued internal and external customer relationships to achieve results.
• High level of attention to detail with excellent planning, follow through, reliability and organisational skills.
• Will need to be able to define and deliver on priorities with effective time management.
• Culture Agility. Comfort working in a fast paced, candid environment that values innovation, healthy debate, and follow through.
• AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes.
• Fuel performance and outcomes. Leverage your job competencies and champion NAVEX's core values.

Our side of the deal:

• We'll be clear, we'll move fast, and we'll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make-and we commit to doing that every step of the way.
• The starting pay for this role is 25,000 GBP. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.