At a Glance
- Tasks: Support customers through live messages, calls, and emails while resolving issues and providing training.
- Company: Join PlotBox, a global tech company dedicated to improving customer experiences in challenging times.
- Benefits: Enjoy hybrid working, flexible hours, wellbeing initiatives, and a supportive culture with career growth opportunities.
- Other info: Work in a quirky office near nature, with regular social events and a focus on continuous improvement.
- Why this job: Be part of a mission-driven team that values diversity, innovation, and employee wellbeing.
- Qualifications: Customer service experience, great communication skills, and a proactive problem-solving attitude are essential.
The predicted salary is between 28800 - 43200 £ per year.
We're looking for a Customer Support Consultant to join our Support team and help deliver a first-class experience to PlotBox 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 PlotBox 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 SaaS 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 SaaS or software product.
- Experience using a ticketing or customer support platform.
- Experience creating knowledge-base articles, troubleshooting guides or customer-support documentation.
Why PlotBox ?
At PlotBox, 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 Ballymena employer: PlotBox
At PlotBox, we pride ourselves on being a great employer, offering a supportive and inclusive work culture that values trust and employee wellbeing. Our commitment to professional growth is evident through our recognition as one of the UK’s Best Workplaces for Development™ 2024, alongside flexible working arrangements that allow you to balance your personal and professional life. Join us in Ballymena and be part of a passionate team dedicated to making a meaningful impact in the cemetery and crematory management industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Consultant in Ballymena
✨Tip Number 1
Familiarise yourself with PlotBox's software and services. Understanding how our product works will not only help you answer customer queries effectively but also demonstrate your commitment to the role during the interview.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully handled difficult situations in the past. This will highlight your ability to empathise and solve problems, which is crucial for this position.
✨Tip Number 3
Be ready to discuss your experience with training or onboarding customers. Since this role involves creating training plans and conducting sessions, demonstrating your ability to teach and engage others will set you apart.
✨Tip Number 4
Prepare questions about the company culture and team dynamics at PlotBox. Showing genuine interest in our values and how you can contribute to a positive work environment will resonate well with the interviewers.
We think you need these skills to ace Customer Support Consultant in Ballymena
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer support and showcases your communication skills. Use specific examples that demonstrate your ability to handle customer queries and provide solutions.
Craft a Compelling Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention how your values align with PlotBox's mission and ethos, and provide examples of how you've successfully supported customers in the past.
Showcase Problem-Solving Skills:In your application, emphasise your problem-solving abilities. Provide examples of how you've diagnosed issues or handled complicated customer situations, as this is crucial for the Customer Support Consultant role.
Highlight Training Experience:If you have experience in delivering training or onboarding customers, make sure to include this in your application. Detail any specific training plans you've created or sessions you've conducted, as this will be beneficial for the role.
How to prepare for a job interview at PlotBox
✨Show Your Customer Focus
Demonstrate your commitment to customer service by sharing specific examples of how you've helped customers in the past. Highlight your patience and empathy, as these qualities are essential for a Customer Support Consultant.
✨Understand the Product
Familiarise yourself with PlotBox's software and its features before the interview. Being able to discuss how the product solves operational challenges will show your enthusiasm and readiness to support customers effectively.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Prepare scenarios where you successfully resolved customer issues or improved their experience, showcasing your can-do attitude.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the company culture. Inquire about the team dynamics, training processes, and how success is measured in the customer support team. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
