Customer Support Representative

3 weeks ago

Sheffield, United Kingdom Airship Services Ltd Full time

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 self-service 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 problem-solving 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:

- Holidays: 28 days holiday + an extra day holiday for each year worked with us
- 10% time: 10% of your time to learn something new
- Health Insurance: Full private health insurance provided
- Cycle-to-Work Scheme: Plus secure bike storage at our o ce, if you’re local
- Dog Friendly: If you’ve got one, it's welcome at the o ce
- Electric car lease scheme also available

To submit your CV for this exciting **Customer Support Representative **opportunity, please click ‘Apply’ now

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