Customer Support Advisor

at  Evergreen Life

Reports to: Customer Support Lead
Location: Manchester City Centre Office, Mon-Fri.
Salary: Up to £24,000
Context and Overview:
We’re Evergreen Life and we’re on a mission to increase everybody’s healthy and happy years. We’re looking for blue sky thinkers, passionate personalities, and diligent doers to help us make good change happen. We develop software applications and solutions to support this and make great use of cutting edge technology.
Health and wellness are woven into our cultural fabric. It’s what we do and who we are. But we don’t just talk the talk, we believe in prioritising the wellbeing of everyone that works for us. That means cycle to work schemes, fresh fruit, nutritious snacks, life insurance and accessible mental health support, all backed up by an open, honest and friendly culture so you can thrive in a happy and healthy environment.
Evergreen Life is enhancing its approach in how we help customers make the most of the opportunities presented by our product portfolio and their investments in it through the introduction of ‘Customer Success’. Customer Success is a key part of the Evergreen Life ‘software as a service’ (SaaS) product offering.
There is a requirement to ensure the right processes, people and technology are in place to provide a ‘first class’ service that is seamlessly integrated with the wider business. The Service Desk is the first point of contact for our customers and it plays a vital role in ensuring that requests and handled efficiently and professionally and are escalated to the right resolver group. As well as providing a great service to our customers you will also support in the testing of our new product releases whilst proactively managing the support tickets and backlog that may arise from this.
The Customer Support Advisor (CSA) is part of the Service Desk and is responsible for handling the initial contact with Evergreen Life customers through the customer portal or over the phone. In addition to this they are also responsible for escalating more complicated cases to the Customer Support Lead. Additionally, there may be opportunities to work within different departments to gain exposure and experience in other areas of the business, supporting both your growth and a deeper understanding of Evergreen Life’s mission and operations.

Responsibilities:

• First point of contact for Evergreen Life customers, managing incoming inquiries through the Customer Portal or phone.
• Provide an escalation point for 2nd line support for unresolved or more complicated technical issues when necessary.
• Provide prompt, effective, and professional responses to customer queries and issues.
• Accurately log and manage all incidents via the Service Management Tool
• Escalate incidents to the appropriate resolver group
• Supporting with the testing of our new releases and proactively managing the support tickets and backlog that may arise from this.
• Diagnose and resolve basic technical issues or customer concerns, ensuring accurate and timely solutions.
• Keep accurate records of all customer interactions, support activities, and solutions provided using internal ticketing systems.
• Manage your own incident queue in line with Service Desk procedures
• Escalate high priority issues to 2nd line support
• Liaise with Development teams as required
• Triage & recreate product issues and liaise with the Product teams as appropriate
• Complete regular tasks in line with Service Desk procedures
• Review daily priorities and take appropriate action to ensure results are achieved
• Perform technical tasks on Cloud system

Requirements:

• Excellent verbal and written communication skills. The ability to explain technical solutions in a clear and simple manner is essential.
• Basic technical troubleshooting experience. Familiarity with common software and mobile app issues is an advantage.
• Strong analytical and problem-solving skills with a customer-focused mindset.
• Ability to recognise when an issue requires escalation and follow through with appropriate handovers.
• Strong organisational skills with the ability to prioritize and manage multiple tasks efficiently.
• A positive, empathetic, and patient attitude when dealing with customers, ensuring their satisfaction with every interaction.
• Ability to collaborate with team members and departments to resolve customer issues efficiently.

Advantageous but not essential (full training will be provided):

• At least 1-2 years in a customer support role, preferably in a Service Desk or IT helpdesk environment.
• Experience working in a customer service role within the health tech or IT sector.
• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) and basic IT troubleshooting. An understanding of GDPR and data protection regulations is a plus.
• A background in using remote support tools.

Benefits:
Evergreen Life Standard benefits package.

• First point of contact for Evergreen Life customers, managing incoming inquiries through the Customer Portal or phone.
• Provide an escalation point for 2nd line support for unresolved or more complicated technical issues when necessary.
• Provide prompt, effective, and professional responses to customer queries and issues.
• Accurately log and manage all incidents via the Service Management Tool
• Escalate incidents to the appropriate resolver group
• Supporting with the testing of our new releases and proactively managing the support tickets and backlog that may arise from this.
• Diagnose and resolve basic technical issues or customer concerns, ensuring accurate and timely solutions.
• Keep accurate records of all customer interactions, support activities, and solutions provided using internal ticketing systems.
• Manage your own incident queue in line with Service Desk procedures
• Escalate high priority issues to 2nd line support
• Liaise with Development teams as required
• Triage & recreate product issues and liaise with the Product teams as appropriate
• Complete regular tasks in line with Service Desk procedures
• Review daily priorities and take appropriate action to ensure results are achieved
• Perform technical tasks on Cloud syste