Customer Support Agent - L1

About Phorest

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

The Opportunity

The role of the part-time Customer Support - L1 is a key first point of contact in Phorest’s customer experience journey. This role is responsible for delivering high-quality, values-aligned, customer support to Phorest customers. The primary focus is on diagnosing, troubleshooting, and ensuring the seamless resolution of common customer issues via various communication channels to uphold Phorest's commitment to an excellent customer experience. This role will be permanent part-time working 3 days per week across a scheduled, rotating roster, and hours may flex up.

What You'll Do

Customer Interaction

• Deliver high-quality, friendly, professional support to customers via phone, email, chat, and other channels.

• Provide clear and accurate answers to common product questions, feature usage, and account-related issues.

• Deliver outstanding service by demonstrating Phorest’s values of Seirbhis Go Hiontach, a can-do attitude, and a growth mindset.

Troubleshooting and Triage

• Diagnose and resolve common issues related to software functionality, login, settings, connectivity, billing and usability.

• Troubleshoot and resolve technical issues related to Phorest's POS software and hardware (e.g. printers, scanners).

• Perform high-quality technical support, including remote access assistance and network troubleshooting.

• Accurately reproduce customer issues in test environments and escalate complex issues to L2 or technical teams with full context and details.

• Use internal resources (knowledge bases, admin tools, checklists) to guide issue resolution.

Case Management & Collaboration

• Log all customer interactions, updates, and outcomes in the CRM or helpdesk system (e.g. Zendesk, Slack).

• Prioritise and manage assigned tickets to meet response and resolution SLAs (Service Level Agreements). Follow up on pending issues and keep customers informed.

• Collaborate with internal teams (L2, Product, Success) to share information, address complex problems, and gather customer feedback.

• Participate in shift-based support coverage, including rotation rosters, to ensure service level adherence.

Who You Are

• 1+ year in customer service, support, or call center roles (SaaS or tech support is a plus).

• Strong troubleshooting and analytical thinking skills.

• Familiarity with POS systems, related hardware, and basic network troubleshooting.

• Proficiency with support platforms (e.g., Zendesk, Slack) and remote access tools.

• Customer focus/advocacy - genuine desire to help customers succeed and resolve their issues efficiently.

• Ability to explain complex concepts clearly and concisely.

Benefits

🧘 Your wellbeing is important to us - we provide 2 Wellness Days, and an employee assistance program.

💰 As part of our Financial Wellbeing, we provide competitive Compensation, and an Employee Share Purchase Scheme.

🦸‍♀️ We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.

🍼 We care for your family and provide Enhanced Maternity and Paternity Benefits. 

🌳 We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.

🏠Moving house? Phorest employees get 3 moving days.

Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.