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Customer Support Agent - Late Shift

Ashby de la Zouch


Contract: Permanent - Part time (33.5 hours per week) – Late shift

Working hours: Mon - Thurs - 5pm - 12am, Fri - 5pm - 1am 

Note: The first month of the role will be working on normal day shift for training with the day shift team, where the candidate will be based in the office. Once trained the role will move to late shift, at which point it is likely the candidate will work from home.


About Compusoft

Compusoft is a fast-growing private equity backed market leading software (SaaS) provider of solutions dedicated to the kitchen, bedroom and bathroom (KBB) retail Industry with 500+ employees across Europe, North America, Africa and APAC. Our software enables kitchen, bathroom, furniture and fenestration retailers and manufacturers to make their customer’s dream rooms, homes and buildings a reality by providing software that makes design and management easy. We are quickly growing, with high organic growth and acquisition a key part of our success story.

 About the Role

The Customer Support Agent is responsible for providing the best support and service to our customers. This includes responding to their queries in the most efficient way and adding value to our customers. The Customer Support Agent will support global customers, and be available to customers online in the USA, with questions regarding the use of Compusoft software solutions. This position is vital to the success of Support teams and plays an important role as the first point of contact with customers.

The Customer Support Agent is the first point of contact for customers once purchasing our software so must be polite and professional at all times and present the best image of the company. This includes providing a quality service and being committed to deliver results for customers and the business.

As part of the Customer Support Team, the Customer Support Agent must have excellent communications skills and be a team player.

Key Position Responsibilities include:

  • Provide telephone and remote support to customers.
  • Provide customer product support via email.
  • Help and guide customers using our products. 
  • Work on the Support Task List in Zendesk (CRM tool). 
  • Define the problem, report and follow-up. 
  • Register and report calls in our ticket system (Zendesk) to keep track of history and statistics. 
  • Report news or issues in team meetings or to the Team Leader.
  • Report product errors in internal tools (4DT, CERT) in English. 
  • Participate in team meetings and share knowledge and information.
  • Ask Customer Support Specialist or Customer Support Manager for help in case of questions or refer more complex support queries to second level support.
  • Take direction from Customer Support Manager.

Required experience and qualifications:

  • Basic education in IT is needed OR 1-2 years of experience working in IT.
  • Customer Service experience.
  • Experience with remote tools.
  • CRM /ticket system tool experience (preferably Zendesk).
  • Intermediate computer knowledge/experience (Windows, MS Office, some hardware). 
  • Able to understand and speak English  (CEFR level B2)

Required skills and competencies:

  • Clear and professional telephone manner.
  • Excellent communication skills both, verbal and written.  
  • Good listening and interpersonal skills.
  • Customer service orientated; patient and resilient.
  • A good problem solver.
  • Hard working attitude.
  • Able to work independently and as part of team.

What do we offer you?

As a trendsetter and specialist in our industry, we can look back on more than 20 years of experience and offer you the following:

 Competitive salary and benefits package.

  • Salary uplift for unsociable hours.
  • An extensive internal training program for expanding your knowledge, skills and thus your growth opportunities.
  • A varied position within a financially healthy and professional company, with a passionate and professional team.
  • An excellent working atmosphere and a fair working culture.
  • Very well-equipped workplace.
  • An induction plan with product and skills training.
  • Opportunity to be a part of a new team supporting growth in a new market for the Company (USA).