This hybrid role in Ashford is an excellent opportunity for experienced 1st or 2nd Line Support professionals seeking career advancement. The position focuses on efficiently managing customer tickets, requiring skills in identification, categorisation, diagnosis, and resolution, all while ensuring clear communication and meeting KPIs. The successful candidate will be instrumental in delivering SaaS products to an international client base, working in shifts to provide 24/7 service.

Key responsibilities include direct customer support, handling escalations, troubleshooting technical issues, and mentoring 1st Line Support. Ideal candidates should have experience with support ticketing systems like Zendesk, a commitment to outstanding customer service, and the ability to work effectively in a team across time zones. This role offers a unique blend of technical challenges and customer interaction, perfect for those passionate about technology and client support.