Location: Hybrid - 2 days per week in our Ballymena HQ, Co Antrim.

(This role will require a weekend shift every 4-6 weeks as well as occasion work during US hours; this will be explained further at interview)

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 who is dedicated to providing first class support and guidance to our customers, responding to any issues in a proactive manner. You will have a varied role comprising a number of customer onboarding and business as usual activities from training through to handling major incidents.

What you will do :

You will act as an integral part of the team working together to deliver a positive experience for our customers:

• 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.
• 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.
• Regularly check in with customers after they go-live on their PlotBox system.
• Re-engage with users who have slipped away and carry out a defined strategy for getting those users using the system regularly.

There may be a requirement to support and deliver product training to our clients, either online or face to face, during project implementation, therefore, additional responsibilities may include the following:

• Create detailed and specific customer training plans and communicate these with the customer during the software implementation phase of the project.
• Plan and carry out PlotBox training sessions online and on site with customers
• Create user action plans for customers to get the best use of PlotBox when going live on the system.
• Attend weekly update meetings with customers during their implementation and internal training meetings.
• Report back to the Project delivery team on any issues that may arise during the training phase of the project.
• Maintain and update Customer Training team folder documentation.

What we are looking for :

To be successful in this role, you will have:

• Relevant experience dealing with customers on a regular basis
• Demonstrable customer focus, showing patience and empathy for customers at all times
• Great communication skills alongside an excellent telephone manner
• The ability to learn quickly with the capability to understand how our software works
• A can-do attitude to problem solving
• Ability to deliver engaging presentations

Desirable Experience -It’s not a deal breaker, but ideally you will have:

• Experience providing help desk support, customer service or account management

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)
• 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 flexible working hours. We ask everyone to be in the office during our core hours from 10-4pm meaning 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
• 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
• 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!
• Quirky office set on a beautiful nature reserve with fully-stocked fridges and larders
• Free parking too!

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 careers@plotblox.io stating the role you are applying for.