The Opportunity

Phorest powers over 10,000 hair and beauty salons using our software in the UK, Ireland, Germany, Finland, the USA and Canada, processing more than 7 million appointments per month.

Our system touches every point of the salon experience. We have the in-salon software desktop application, Phorest Go (the native staff application), online bookings website for salons, and custom native apps per salon.

Customer Support is critical within the company to ensure we have happy customers who stay with us, grow their business with us, and get value out of our products. We are growing fast and would like to add a new member to our team. You will join a group of highly motivated individuals, working to help us grow Phorest faster.

Phorest is looking to expand our global Level 3 (L3) Support Team to help meet the growing needs of our business.

What you will do

• Delivering a high standard of customer service and building strong customer relationships

• Working with the regional support teams to communicate considered, customised solutions that help customers overcome challenges and grow their business

• Production issue troubleshooting and resolution

• Root cause analysis

• Escalation of appropriate issues to the Product and Development teams

• Mentoring for Level 2 (L2) engineers to help them progress in their career

• Creating knowledge articles

• Excellent communication is essential in a dynamic environment such as the one you will be part of in Phorest. The ideal candidate will also enjoy exploring the potential for new ways of working more efficiently for our customer.

Essential Skills

• Technical/Application support, QA or development experience for high traffic web / cloud based systems

• Experience with relational databases (e.g. MySQL, Oracle)

• Working knowledge of frontend technologies (HTML / Javascript / Ember / React Native / Swing)

• Experience developing/integrating/testing REST API (JSON)

• Ability to read and analyze application and database logs

• Demonstrated ability to exercise judgment to determine appropriate solutions to complex customer technical issues

• Ability to build and maintain a positive, collaborative relationship across all disciplines, while ensuring that key business drivers are addressed

• Ability to adapt quickly to changing priorities and customer needs

Desirable Skills

• Experience working with applications deployed on AWS Infrastructures

• Experience with one or more of the following: Periscope Data, LogEntries, Docker, MySQL Workbench, Sentry, Rapid7, Looker

• Working knowledge of Java

Benefits

🧘Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.

💰As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme,  Pension, Life Assurance, and Income Protection.

🚵🏿  We help you travel by providing a bike to work scheme as well as tax saver transport tickets. 

🦸‍♀️We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.

🍼We care for your family and provide Enhanced Maternity and Paternity Benefits. 

🌳We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.

🏠Moving house? Phorest employees get 3 moving days.

😎We don’t believe in formal dress codes. We prefer things casual.

Want to learn more about Phorest? Check out nothingventured.rocks for our blog and Insights on building an evergreen company from the team here at Phorest. 

Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.