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Job Title: 1st Line Customer Support Specialist
Department: Customer Success
Reports to: Head of Support
Location: Remote
Employment Type: Full-Time
About SureCloud
SureCloud is a leading provider of cloud-based Governance, Risk, and Compliance (GRC) solutions. Our innovative SaaS platform empowers organizations to simplify risk management, meet compliance obligations, and make smarter, data-driven decisions. Trusted by organizations across highly regulated sectors, SureCloud is transforming how businesses manage GRC - making it more collaborative, agile, and effective.
Role Purpose
As a 1st Line Customer Support Specialist at SureCloud, you will be the first point of contact for our clients. You’ll play a vital role in delivering a world-class support experience by resolving front-line technical issues, answering general product queries, and escalating more complex cases to our 2nd Line Support and Product teams. This is an ideal role for someone with strong communication skills, a service-driven mindset, and a keen interest in technology and SaaS platforms.
Key Responsibilities
- Respond to customer queries via email or meeting in a professional and timely manner.
- Log and manage support tickets using our internal support system (Zendesk).
- Troubleshoot common product and technical issues, offering clear and concise guidance to users.
- Escalate unresolved technical problems to the appropriate 2nd Line or Development teams with detailed notes.
- Document known issues, solutions, and troubleshooting steps in the knowledge base.
- Maintain up-to-date knowledge of the SureCloud platform and new feature releases.
- Work closely with Customer Success Managers and the Development team to ensure a seamless support experience.
- Gather feedback and insights from users to help improve the SureCloud platform and support processes.
What We’re Looking For
Essential:
- Previous experience in a customer service or 1st line support role (preferably in a SaaS or tech company).
- Strong verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Confident in handling queries independently and knowing when to escalate.
- Experience with ticketing and CRM systems.
- Highly organized, with strong attention to detail and accuracy.
- A team player with a proactive, customer-first attitude.
Desirable:
- Familiarity with Governance, Risk, and Compliance (GRC) concepts or platforms.
- Experience with tools such as Zendesk, Jira, or Hubspot.
- Basic understanding of web-based application support (e.g., browser troubleshooting, user access, permissions).
Why Join SureCloud?
- Join a growing, innovative SaaS company with global reach.
- Collaborate with passionate and skilled teams in a dynamic environment.
- Gain exposure to the GRC space and expand your career in the SaaS industry.
- Competitive salary and benefits package.
- Learning and development opportunities with potential to grow into 2nd Line Support or Customer Success roles.
- Flexible working options and a supportive, people-first culture.
