Customer Success and Onboarding

5 months ago

Edinburgh, United Kingdom Cyberhawk Full time

Cyberhawk are looking for an experienced Customer Support Analyst to join our Edinburgh software team. This is a hybrid position based from our dog friendly office in Ratho, Edinburgh.

**About us**:
Cyberhawk is a fast-growing, successful technology company. We are the industry leaders in drone-based visual inspection and survey solutions for energy infrastructure and major capital projects. Our cloud-based enterprise software iHawk is a visual-data solution that harnesses drone and other visual data to allow large scale sites and assets to be managed and maintained easily. Ultimately, we help make asset & project management be safer, easier and greener by keeping people out of danger and significantly reducing the carbon footprint of the energy and capital projects sectors.

Our people are the secret to our success. We thrive because of our team’s incredible talent and outstanding service. We plan to grow a lot this year and are looking for a number of people to join our high-performance team.

**What you will be doing**:

- First point of contact for existing and new customers, triaging and prioritising items through the ticketing system/service desk to ensure smooth and efficient resolution of iHawk issues, problems and incidents as well as trends and problems are fed back into the product development cycle.
- Provide excellent customer support and service including queries, issue handling and complaints across multiple communication channels.
- Take ownership of support tickets and manage through to resolution in line with defined SLAs, escalating issues where necessary.
- Liaise with our development team on support matters and feed back improvement suggestions to our product team.
- Work with our service design function to improve the customer journey.
- Assist with successful on-boarding of new customers.
- Coach and educate product users about iHawk features and functionality to encourage engagement.
- Proactively contribute to our knowledge base to create new or improve existing articles to promote customer self-service.

**Who would be a good fit?**:
We are looking for someone who has:

- Proven experience in customer support
- B2B customer services - preferred
- Use of SaaS customer CRM and support tools
- Experience using Jira Service Management - preferred

**Our values and what it is like to work here**:
We have a no drama way of working. We work as one team, growing together, sharing our knowledge and skills to help us all succeed and feel valued. We are a team who cares about the work we are doing and find it rewarding. We value learning and seeking out new challenges and we are not afraid to make mistakes. We are open and honest in our communication and trust and respect each other. We strive to deliver the best results and deliver work that we are all proud of. We enjoy our work, contribute and make ourselves heard. More importantly, we have a laugh and fun whilst doing it

**Company Benefits**:

- Competitive salary
- Bonus
- Salary Exchange Pension scheme
- Life insurance, Digital GP & Employee Assistance Programme
- Free onsite Gym membership and discounted climbing rates
- Cycle to Work scheme
- Electric Car Salary Sacrifice Scheme
- Monthly adventure draw
- Pet friendly office
- Quarterly team building activities

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