Associate Client Support Specialist [Remote]

The Business 

Since 2007, Point74 has been the trusted leader in food lifecycle management software for manufacturers and retailers across the food industry, providing systems to top UK and global brands such as Waitrose, Morrisons, Charlie Bigham’s, Fever Tree, and Krispy Kreme to name just a few. Point74 revolutionises product development, costing and compliance by enhancing design, profitability and quality for food businesses. Our unique solution digitises the entire food product development process, ensuring compliance with regulations and market trends. As a rapidly growing software provider, Point74 is dedicated to its core values of integrity, intelligence, innovation, humility, and commitment to both clients and team members. We are extremely proud of our achievements and acknowledge that our success stems directly from our progressive and collaborative team.  

The Role 

We’re looking for an Associate Client Support Specialist to join our Client Support team. You’ll provide first line support remotely by phone and email. You’ll handle enquiries calmly, professionally and efficiently, and aim to resolve issues at the first point of contact.

You’ll look into the root cause of the issues our clients raise. Where you can, you’ll resolve them within Support, and where you can’t, you’ll escalate them to the right team. Your work will make sure our customers get a consistently high standard of service and a positive experience of Point74.

At first you’ll work with support and guidance from senior team members. Over time you’ll build up to owning more complex investigations, defects and user stories yourself.

Responsibilities

• Monitor inbound customer channels, and triage, investigate and escalate issues as appropriate
• Resolve tickets at the first point of contact wherever possible, within agreed SLA timescales
• Carry out thorough, well documented investigations of reported issues, with support from senior team members on more complex cases
• Proactively monitor error insights, and triage, investigate and escalate issues as appropriate
• Raise well-structured defects with clear reproduction steps so Engineering can apply fixes efficiently
• Log user stories with clear justification and the number of customers affected, to support improvements to the application
• Provide clear handovers and escalations to Client Success and IT/DevOps, with investigation steps and customer contact recorded
• Keep help documentation clear, accurate and up to date as new functionality is released
• Follow incident response processes and the correct ticketing processes so SLAs are met

Skills and Experience

• Customer Service: Experience in a customer-facing support or service role.
• Troubleshooting: A logical, methodical approach to troubleshooting issues.
• Attention to Detail: Excellent attention to detail.
• Organisation and Time Management: Strong self-motivation, with excellent organisational and time management skills.
• Communication Skills: Clear, professional communication, with the ability to engage well across all levels of the organisation.
• Willingness to Learn: Eagerness to learn and pick up new concepts quickly, while constructively challenging existing processes and procedures.
• Teamwork: Ability to work well across internal teams so customers get a consistently high standard of service.

Desirable

• Experience supporting web-based or SaaS applications
• Ability to produce engaging and effective help site material in a range of formats
• Experience using a ticketing system (e.g. Jira, Zendesk, Freshdesk or similar)

Remuneration

£28,000 to £30,000 depending on experience, with benefits including pension and healthcare schemes.

To apply, please send your CV and Cover Letter, by 6/11/26, to recruitment@point74.co.uk