ABOUT EDAYS

edays is the world’s smartest absence management software. Over 1,400 companies across 120 countries, in 25 languages, trust edays world-class platform to deliver absence management in their organisations. We exist to transform the world’s approach to absence and to change how businesses and their people experience it. We do all this from our offices in the centre of Nottingham.

ABOUT THE ROLE

You will be responsible for providing expert support to our customers who are using the company’s software across the UK and in over 60 countries worldwide. Acting as the first point of contact across phone, email, and our Customer Support Portal, you’ll manage product queries and technical issues from receipt to resolution.
Working within a SaaS environment, you’ll be involved in everything from resolving day-to-day user queries to more complex troubleshooting involving APIs, integrations, and SQL/database investigations (with training provided). You’ll work closely with our Development team to ensure smooth escalation and resolution of technical issues and play a key role in maintaining our high customer satisfaction (CSAT) and SLA targets.
We’ll encourage you to grow and develop in your role and support you to continuously look at new ways to provide the best possible customer service.

ROLE RESPONSIBILITIES

• Being the first point of contact for customers – managing queries via email, phone, and the Customer Support Portal.
• Managing enquiries from receipt to resolution, ensuring updates are clear and timely.
• Troubleshooting more complex customer issues including, where trained, API, integration, and database-related queries.
• Communicating effectively with customers, managing expectations in line with SLAs, and ensuring tickets are resolved efficiently.
• Proactively identifying recurring issues and feeding this back into internal teams to drive improvements.
• Maintaining accurate records of customer interactions and ensuring thorough documentation of issues.
• Collaborating with the Development team and other internal departments to resolve technical tickets and ensure smooth communication.
• Keeping up to date with system features and changes to confidently support our users.