Customer Support Coordinator

6 months ago

Wantage, United Kingdom Airbox Systems Full time

**Main Duties & Responsibilities**

As the Customer Support Coordinator, you will be working alongside the client support teams to provide high-quality first line technical support for the Airbox products.

Our Support team work on a static Rota between the hours of 7am to 7pm. Typically this is an early or a late shift.

**Execution and initiative**
- Ad-hoc 1st line IT support internally
- Triage and escalate technical issues, and working with the engineering team to resolve more advanced issues when necessary
- Resolving customer issues without the need for further intervention in some instances
- Providing a high level of customer satisfaction is met
- Documenting troubleshooting and problem resolution steps
- Ensuring SLA times are met
- Ensuring new features and releases are fit for purpose and aligned to client needs
- Performing daily monitoring; ensuring monitoring checklists and reports are up-to-date
- Gathering and presenting user requirements for new features

**Communication**
- Communicates comfortably with internal stakeholders and immediate team.
- Able to business partner with internal stakeholders and build relationships accordingly
- Develops long term and robust relationships both internally and externally.
- Strong communication skills, both written and oral.

**Behaviours and Team Work**
- Takes ownership for seeing things through.
- Able to follow clear processes and suggest improvements.
- Builds and maintains good relationships with their team department and across the company.
- Understands how their contributions affect the team, department and company.

**Key Requirements**

This is an entry-level position, so we’re happy to look at applicants without full-time professional experience, though some previous experience within a customer-facing position would be needed.
- Excellent communication skills both verbal and written
- Organised and able to manage your time effectively
- Problem solving skills
- Builds and maintains good relationships with their team department and across the company
- Ability to work without supervision and under pressure
- Acting as an advocate for Airbox

**Working at Airbox**

At Airbox Systems, we’ve built a passionate, supportive, and collaborative environment focused on growing and nurturing our staff and creating a positive workplace for everyone. We’re a fast-paced, growing company, with plenty of exciting plans and a lot of opportunities moving forwards. We’re looking for talented people who share our enthusiasm for trying to make the world a better place

Joining Airbox, you’ll get access to:

- A competitive salary
- 26 days holiday + bank holidays
- Remote or hybrid working arrangements, depending on role
- Flexible working hours
- Private Medical Insurance
- Pension up to 6% matching contribution
- Free annual eye test
- Free parking on-site
- Employee Assistance Programme
- Death in Service
- Company socials, including Summer/Christmas parties

We’re a values-driven company and whilst we celebrate the diversity of the people we work with, there are certain values and attributes all of us share - whatever your background, these are the qualities we are looking for in the people we hire: Commitment, Positive Realism, Ethics, Accountability, Humanity, Quality, and Delight.

Airbox Systems is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

**Job Types**: Full-time, Part-time, Permanent

Pay: £24,000.00-£26,000.00 per year

Expected hours: 20 - 37.5 per week

**Benefits**:

- Flexitime

Schedule:

- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Application question(s):

- Will you now or in the future require sponsorship for employment visa status?
- Please detail your availability to commence work i.e. immediately available or 1 week/month notice etc.
- For our 7am - 7pm rota; would you prefer an early or a late shift?
- Are you willing to undergo a background check, in accordance with local law/regulations? This includes an NPPV3 Police Vetting check. You must have been in the UK for 3 years to undergo this check.

Work Location: Hybrid remote in Wantage

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