Client Support Agent - Manchester or Chester

Job description

Location: Manchester Piccadilly or Chester CH1
Salary: £27-31k DOE
Full time / Permanent


Be part of a world-class digital workplace agency.

WM Reply are an 120 person, and fast growing, Microsoft Cloud consultancy. We are part of the 9,500 strong Reply group. With offices in London (HQ), Chester, Manchester, Minsk and Amsterdam. We work with leading enterprise clients building amazing intranets, business applications and websites.


With an impressive roster of clients, including Microsoft, Barclays, Unilever and Rolls-Royce, you`ll be contributing to a growing team famed for their expertise in connecting people with technology.


We are looking for a Technical Support Agent to join our fantaastic team from either our Manchester or Chester Offices.

This role will be to primarily to support clients with SharePoint intranet solutions we’ve built, as well as providing assistance with other Microsoft services.


  • Provide B2B 2nd Level Support for SharePoint/O365 services
  • Work closely with our Project teams on new solutions
  • Build rapport with clients to retain business
  • Triaging initial support queries using Zendesk ticket system
  • Liaising with developers on technical queries
  • Managing and prioritising all support requests against SLAs
  • Communicate updates directly to the client
  • Provide regular reports
  • Attend client calls
  • Support WM team internally


  • Web Agency or Technical Support background preferred
  • SharePoint experience at minimum adim level
  • O365 User knowledge desirable
  • Comfortable managing clients from a support perspective

Quirks you'll love: 

  • Flexible working – not a morning person? Then don’t start until 10am. Flying off for the weekend? Wrap up at 4pm.
  • We’re part of the Reply group and there are always training and knowledge sharing sessions, both inside and outside of the Microsoft space
  • We have an in-office bar fridge (fully stocked), Xbox, the latest iPhones and laptops, and a sofa filled breakout area


At HQ, we have a budding comedian, a spin instructor, a DJ, a backflip world record holder, a DJ, a goth model and a cartoonist. Our offices are equipped with Xboxes, a fully-stocked beer fridge, Dungeons & Dragons club and plenty of nerf guns. The diversity - we have people from across all walks of life - a mix of nationalities, sexualities, religions, genders and interests so buckle in and apply already!

Company Culture

Check out this video to get a better idea of our company culture!