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    Head Office Customer Service Advisor - Sheffield, United Kingdom - Airship Services Ltd

    Airship Services Ltd
    Airship Services Ltd Sheffield, United Kingdom

    3 weeks ago

    Default job background
    Full time
    Description
    Airship have an exciting opportunity for a Customer Support Representative to join the team


    Job Type:
    Full time


    Customer Support Representative - About Us:


    Airship, a thriving SaaS company headquartered in Sheffield, specialises in serving premier brands within the vibrant UK Hospitality sector, including household names like Byron, The Alchemist, Leon, Turtle Bay, Chilango, Boxpark and more.

    The close-knit team dedicated to camaraderie, mutual support, and have a passion for delivering excellence.

    Customer Support Representative - The Role:


    As a Customer Support Representative you will be the first point of call for reactive support requests from our customers.

    You will take ownership of our support desk software (Intercom) to manage incoming queries, as well as writing and editing our support articles within our "Academy", to allow our customers to self-help where they feel comfortable to do so.


    You will work closely with the Customer Success team to ensure our customers are happy with our products, are being responded to quickly, and kept up to date with any new product features that we release.


    Customer Support Representative -Key Responsibilities:

    • Use that knowledge to help our customers apply this to their businesses
    • You'll become an expert with our support desk software (Intercom) to ensure all incoming requests are kept on top of and dealt with within our SLAs
    • This will include creating weekly newsletters & updating any chat bots / pop ups with the most up to date information
    • Craft and maintain our support centres, writing and updating articles to help reduce the amount of times you have to answer the same questions by delighting our customers with a place that they can selfservice their support queries
    • Ensure that all customers have a great experience with our products where the product ever falls down on reliability, usability or speed, be the voice that gets that information back to our product team so we can fix it. Communicate efficiently and effectively with our customers, whether it be via our 'support desk', email or over the phone

    Customer Support Representative - You:

    • Excellent communication and writing skills, the ability to explain complex topics in easy to understand and concise English
    • A creative mindset
    Experience with CRM and Email Marketing

    • Experience using Intercom for answering support queries


    • Customer Support Representative

    • The Benefits:
    • 28 days holiday
    • Full private health insurance provided
    • Cycletowork scheme & Bike storage
    • Dog friendly office
    • Electric car lease
    • To apply for the role of Customer Support Representative, click "Apply" below
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