Our customer support team prides itself on its ability to provide first class support to our customers and demonstrate how our product solves their operational challenges and meets their needs. Enduring customer relationships and customer success are integral to our ethos.
We are looking for an enthusiastic customer service focused individual based in Northern Ireland who is dedicated to providing first class software support and effective guidance to our customers, responding to any issues in a proactive manner. As a member of our Support Team, you will have a varied role comprising a number of customer onboarding and business as usual activities from training through to handling major incidents.
-
Reply to PlotBox customers live in-app messages, calls and emails to support users.
-
Call or meet customers when advising users on complicated features/processes.
-
Test and diagnose issues and bugs on the PlotBox software and create detailed tickets and issue logs for the support development team to fix bugs & resolve issues.
-
Work closely with the technology teams to ensure customer issues are prioritised and resolved effectively and efficiently.
-
Provide support to the Customer Success Team where required
-
Create feature requests from PlotBox customers feedback and improvement suggestions and submit the feature requests for the Product Manager to review.
-
Update customers regularly on ongoing issues and notify customers when fixes and improvements have been completed by the development team.
-
Create and update detailed customer support notes about PlotBox customers.
-
For customers in Delivery, do an introduction to our support portal and take ownership of their handover to support
What we are looking for:
-
Extensive experience working in a customer service or support environment where you can demonstrate a patient and empathetic approach to customer interactions.
-
Experience in handling multiple customer requests simultaneously, and prioritising accordingly.
-
Experience of account management with appreciation of how to build and maintain strong, long-term customer relationships.
-
Proven ability to analyse complex problems, think critically and identify solutions or workarounds to ensure customer satisfaction
-
Comfortable working with systems and software and ability to learn quickly
Desirable Experience - It s not a deal breaker, but ideally you will have:
-
Experience providing support for SaaS
-
Relevant background experience in the cemetery or any other deathcare industry, but this is not a dealbreaker, we are more than happy for you to learn this aspect on the job.
-
SQL skills preferred.
Why should you join PlotBox ?
-
We have a clear mission - and a sense of pride in doing what we do - to ultimately lessen people s pain at the most difficult time of their lives; this means a lot to our team
-
We are a global company with over 120 colleagues based across the UK, Australia and North America. You ll undoubtedly broaden your understanding and appreciation of global operations
-
We have a passion for tech and innovation, actively exploiting new and cutting-edge tools and technologies to enhance our product and skillset
-
We are proud that, since 2020, we have received our Great Place to Work® Certification™ - our staff have told us loud and clear that they love working for PlotBox
-
We have also been recognised as one of the UK s Best Workplaces for Development™ 2024 - we invest in employee growth; we nurture every career.
-
We are a truly diverse and inclusive workplace; we are proud to boast 43% femalé representation - which is almost double the average within the tech industry and helped put us on the UK s Best Workplaces for Women listing in 2023
-
Our focus on wellbeing and a supportive culture has seen us ranked on the UK s Best Workplaces for Wellbeing list (2023 and 2024)
-
One of our core values is trust; you are trusted to do your job without someone micro-managing - we expect people to give their best efforts in return
Life at PlotBox - we appreciate that we may not be the right workplace for everyone, so below we have laid out what life at Plotbox is really like so you can decide if a career at PlotBox is for you !
-
We are a growing / scaling company - as such we don't always have everything neatly mapped out so you have to be comfortable with ambiguity sometimes
-
A 40 hour working week and core working hours. We ask everyone to be at work during our core hours from 10-4pm but outside of that we have flexible start and finish times so you can balance your work hours around life s commitments.
-
Hybrid working - for most roles, our staff work 2 days per week in the office and we love the opportunity it gives us to collaborate face to face.
-
We believe in continuous improvement - so that can mean change is a pretty constant thing for us - we need our people to embrace change as opposed to resisting it
-
We believe feedback is crucial to development so we will create a safe environment where you can take onboard feedback and use it to improve - but we can't force you to take the feedback on board; that's your choice
-
We will support and nurture you - but we need you to show initiative, be able to tackle problems, roll with the challenges and get stuff done
-
There is no room for ego round here - everyone is here because they bring something to the table - all voices are heard and respected
And in case you still can t decide, here are MORE benefits to joining PlotBox !
-
We support our employees health and wellbeing with regular wellbeing initiatives and a health cash plan, access to EAP and additional counselling support
-
Our life assurance policy ensures your loved ones are looked after should the worst happen *
-
Our flexible benefits suite allows you to flex-up (or down) on on benefits depending on what is most useful to you and your family at the time
-
We regularly undertake reviews of our benefits package to ensure we are offering the best package for our staff
-
Career mobility and progression which is based on merit as opposed to ‘time-served as well as the opportunity to travel to our global sites and visit customers when they need us on the ground.
-
Active social and charity committee - lots of social events throughout the year including a summer social, Christmas party, Easter events, quizzes, book club, walking groups, coffee mornings and many many more.
-
We offer Cycle to work scheme and discounted gym membership if that s your thing!
-
Our staff referral scheme could see you bag a nice fee if you refer a friend who joins our team
-
Quirky office set on a beautiful nature reserve with fully-stocked fridges and larders
-
Free parking too!
- not applicable to Fixed term roles
PlotBox is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all qualified candidates regardless of race, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristic that makes you who you are.. All employment decisions are based on qualifications, merit, and business needs.
If you require any reasonable adjustment or wish to speak to a member of our Talent team about tailoring the recruitment process to your needs please email [email protected] stating the role you are applying for.
