At a Glance
- Tasks: Help customers with their issues and provide top-notch support through various channels.
- Company: Join PlotBox, a company dedicated to supporting those dealing with sensitive services.
- Benefits: Gain valuable experience, develop product knowledge, and work in a supportive team environment.
- Other info: Opportunity for growth and learning in a collaborative and innovative setting.
- Why this job: Make a real difference by helping customers navigate important challenges with empathy and expertise.
- Qualifications: Experience in customer support and strong problem-solving skills are essential.
The predicted salary is between 35100 - 42900 £ per year.
We’re looking for a
Customer Support Consultant to join our Support team and help deliver a first-class experience to Plot Box customers.
This is more than simply responding to tickets.
You’ll take ownership of customer issues, investigate what’s happening, work through potential solutions and make sure our customers feel supported and informed from initial contact through to resolution.
You’ll become a trusted product expert, combining technical problem-solving with excellent customer communication.
You’ll also work closely with our Product and Development teams when issues need deeper investigation or escalation.
As we continue to evolve how we deliver support, you’ll also work alongside AI-powered tools that help with initial ticket triage — using your judgement and product knowledge to validate their outputs and ensure customers receive the right response.
- What You’ll Do
- Manage customer support tickets received through in-app messaging, email and telephone, taking ownership through to resolution or appropriate escalation.
- Review AI-generated initial ticket triage to verify the accuracy of categorisation, priority and routing, applying appropriate judgement before progressing the ticket and responding to the customer.
- Investigate and diagnose application issues, distinguishing between user/configuration issues, product defects, data issues and other support requirements.
- Resolve customer queries using product knowledge, established support processes and available knowledge resources.
- Communicate with customers by phone or video call where issues are complex or would benefit from direct discussion.
- Create clear, detailed technical escalation tickets, including reproduction steps, customer impact, supporting evidence and troubleshooting already completed.
- Prioritise tickets appropriately based on severity, customer impact and agreed support/service levels.
- Maintain ownership of escalated customer issues, working with Development/Product/other technical teams and keeping the customer informed through to resolution.
- Provide timely, clear and empathetic updates to customers, particularly during prolonged or high-impact incidents.
- Identify and document customer feedback and potential product improvements, submitting appropriate feature requests for Product review.
- Maintain accurate customer and ticket records, ensuring troubleshooting steps, decisions and outcomes are clearly documented.
- Contribute to and maintain internal knowledge articles, troubleshooting guides and reusable customer guidance.
- Identify recurring issues, ticket trends and opportunities to improve the support experience or reduce repeat contacts.
- Support the management of major/customer-impacting incidents in line with Plot Box escalation procedures.
- Share product knowledge and learning across the Support team and contribute to continuous improvement of support processes.
- Use AI and other support tools appropriately to improve efficiency while applying human judgement to validate outputs and ensure the quality and accuracy of customer responses.
- What We’re Looking For
- Experience providing customer-facing technical, application, software or Saa S support.
- Experience investigating customer issues and taking ownership through to resolution or escalation.
- A strong customer focus, with the patience, empathy and professionalism to support customers when they’re frustrated or dealing with business-critical issues.
- Good judgement and the ability to prioritise competing issues based on urgency and customer impact.
- Strong problem-solving skills and a logical approach to investigating issues.
- The ability to learn complex software and develop strong product knowledge.
- Clear written and verbal communication skills, with the ability to explain technical information in a way that makes sense to different audiences.
- A collaborative approach and the confidence to work with technical colleagues when an issue needs to be escalated.
- A willingness to provide occasional cover for US hours and/or weekends when business needs require it.
- It Would Be Great If You Also Have
- Experience supporting a Saa S or software product.
- Experience using a ticketing or customer support platform.
- Experience creating knowledge-base articles, troubleshooting guides or customer-support documentation.
Why Plot Box ?
At Plot Box, our mission is to help those dealing with death and those who serve them.
Our customers rely on our technology to support important, often sensitive services, so providing excellent support matters. You’ll be joining a team where customer experience, problem-solving and ownership are valued, and where you’ll have the opportunity to develop deep product knowledge and make a genuine impact on how we support our customers.
If you enjoy getting to the bottom of problems, helping customers and working with technology, we’d love to hear from you.
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Customer Support Consultant in Broughshane employer: PlotBox
Join our dynamic Finance team as a Billing and Credit Control Specialist, where you'll thrive in a supportive work culture that values accuracy and customer relationships. We offer competitive benefits, opportunities for professional growth, and a collaborative environment that encourages innovation and excellence in financial processes. Located in a vibrant area, our company is committed to fostering a meaningful and rewarding workplace for all employees.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Consultant in Broughshane
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PlotBox. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PlotBox before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Consultant in Broughshane
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PlotBox:Your cover letter is your chance to shine! Tell us why you want to work at PlotBox specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PlotBox!
How to prepare for a job interview at PlotBox
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
