Customer Support Representative - Sheffield, United Kingdom - Airship Services Ltd

Airship Services Ltd

Verified Company

Sheffield, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Airship has an exciting opportunity for a
Customer Support Representative to join the team.

Location:
Sheffield

Salary:
£20-22k depending on experience.

Job Type:
Full Time

Who are we?
Airship is an established SaaS (software as a service) company based in She eld.

We have two products that serve the best and most exciting brands in the UK hospitality industry - think Byron, The Alchemist, Leon, Turtle Bay, Chilago, Boxpark and many more.

We're a small team all pulling in the same direction with a focus on camaraderie, support, good work and good fun, and we'd like you to join us as the latest member of our Customer Success team.

Customer Support Representative - The Role:

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

You will be responsible for answering customer queries, escalating where needed.

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.

You will know our products inside out and be responsible for learning any new features and ensuring these are fully documented ahead of release.

Customer Support Representative - Key Responsibilities:

You'll be the rst point of contact for any incoming customer questions, this could be answering questions around how our products work, escalating to other team members or simply advising the best way to do things
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
You'll maintain external communication with our customers to inform them about any new features or updates to our products. 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 x it. Through your feedback and empathywith our customers' challenges, you will be able to in uence the direction of our products
Be positive and a force for good in the team even when faced with di cult problems. Be solutions focused. Remain calm and stable under pressure
Help to make Airship a great place to work. Help us maintain and build morale and to make our work fun

Customer Support Representative - You:

Excellent communication and writing skills, the ability to explain complex topics in easy to understand and concise English
The ability to manage a large amount of incoming enquiries
A passion for talking to customers all day, every day
Great problemsolving abilities and experience in a troubleshooting environment
The ability to manage workload and work to deadlines
Great organisational skills and attention to detail
A creative mindset Bene cial, but not essential:
Experience within the Hospitality industry
Experience using Intercom for answering support queries
Experience within a SaaS company

Customer Support Representative - Benefits: