Client Support Associate
Location: Belfast (Hybrid)
Reporting to: Client Support Manager
Salary: Competitive
About the Company
Our client is a fast-growing SaaS organisation supporting global enterprises in transforming how they manage finance, tax, and regulatory reporting. Their cloud-based platform simplifies complex compliance processes and enables senior finance leaders to unlock real business value.
The Role
We're looking for a motivated and customer-focused Client Support Associate to join a dynamic support team. You'll act as the first point of contact for clients, resolving issues, managing service requests, and delivering an outstanding customer experience.
This is an excellent opportunity for someone who enjoys problem-solving, working with technology, and engaging directly with clients in a fast-paced environment.
Key Responsibilities
Client Support & Service Delivery
- Act as the first point of contact for client incidents and service requests
- Log, categorise, and prioritise tickets in line with SLA targets
- Resolve issues at first contact where possible
- Own and manage tickets throughout their lifecycle, providing regular updates
- Communicate clearly and professionally via email, phone, and video calls
- Collaborate with internal teams to escalate and resolve complex issues
Customer Experience & Engagement
- Deliver a high standard of customer service with a proactive approach
- Support onboarding of new clients through training sessions and webinars
- Provide ongoing guidance and education to clients on platform usage
- Identify recurring issues and suggest improvements
Knowledge Management & Training
- Contribute to and maintain internal and client-facing knowledge bases
- Create and update training materials, FAQs, and troubleshooting guides
- Deliver client training sessions and webinars
Performance & Continuous Improvement
- Meet SLA targets for response and resolution times
- Maintain high customer satisfaction levels
- Stay up to date with new features, technologies, and industry trends
Skills & Experience
Technical Skills
- Experience with service desk tools (e.g. Zendesk, Freshdesk, Jira Service Management or similar)
- Strong Microsoft Office skills, particularly Excel
- SQL or similar experience is desirable
- Technical writing/documentation skills
Core Competencies
- Excellent communication skills (written and verbal)
- Strong problem-solving and analytical ability
- Ability to explain complex concepts in a clear, user-friendly way
- Highly organised with strong attention to detail
- Ability to prioritise and manage multiple tasks under pressure
- Quick learner with a proactive mindset
What's on Offer
- Hybrid working model (2-3 days in office)
- Competitive annual leave with service-based increases
- Pension scheme with employer contribution
- Health and wellbeing support, including private healthcare and EAP
- Gym membership contribution
- Flexible holiday options (buy/sell leave)
- Technology scheme
- Regular team events and social activities
- Enhanced family leave policies
- Additional lifestyle benefits and perks
Why Apply?
This is a great opportunity to join a growing tech company where you can build your technical expertise, develop client-facing skills, and play a key role in delivering exceptional customer experiences.
Interested? Apply now to learn more.