Customer Service IT Helpdesk

Job Description

About Us

MHouse is a leading provider of EPOS Solutions in the UK, dedicated to giving retailers the tech necessary to grow and expand their own businesses. Taking a ‘customer first’ approach, we develop, maintain and support our own bespoke software for our 1,500 and growing client base.

Role Overview

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Helpdesk / Customer Success Representative. The ideal candidate will be passionate about delivering outstanding customer support, resolving technical issues efficiently, and ensuring customer satisfaction and retention.

Key Responsibilities

• Act as the first point of contact for customer inquiries via phone, email, and live chat.
• Diagnose and resolve customer issues efficiently, escalating complex cases when necessary.
• Provide clear and effective guidance to customers regarding product usage and troubleshooting steps.
• Maintain detailed records of customer interactions and issue resolutions in our CRM / Ticketing system.
• Work closely with internal teams (e.g., sales, product development) to enhance customer experiences.
• Identify customer pain points and suggest improvements to enhance overall service quality.
• Assist with onboarding new customers and provide training when required.
• Monitor customer accounts to ensure they are maximising product value and offer proactive support.

Skills & Experience Required

• Previous experience in a customer service, technical support, or customer success role.
• Strong problem-solving skills and ability to think critically.
• Excellent communication skills, both verbal and written.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience using customer support tools (e.g., Zoho, Salesforce, Freshdesk, or similar CRM/ticketing systems) is a plus.
• Basic technical knowledge (Windows and Networking) or the ability to quickly grasp new software and platforms.
• A customer-first mindset with a proactive approach to problem resolution.

What We Offer

• Competitive salary.
• Opportunities for professional growth and career advancement.
• A supportive and inclusive team environment.
• Company Pension
• Company Health Insurance

Job Type: Full-time

Pay: £24,000.00-£30,000.00 per year

Benefits:

• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking
• Private medical insurance

Work Location: In person