Customer Application Support Analyst (USA) at PlotBox

Our customer support team prides itself on its ability to provide first class support to our customers and demonstrate how our product solves their operational challenges and meets their needs.  Enduring customer relationships and customer success are integral to our ethos. 

We are looking for an enthusiastic customer service focused individual based in the USA who is dedicated to providing first class software support and effective guidance to our customers, responding to any issues in a proactive manner. As our support anchor in the USA, you will have a varied role comprising a number of customer onboarding and business as usual activities from training through to handling major incidents.

Shift Details 

We anticipate shifts will run from 9:00 - 17:00 hrs Monday to Friday, some work on weekends may be required.

Responsibilities 

You will develop the pipeline and contribute to our long-term business growth:

• Reply to PlotBox customers live in-app messages, calls and emails to support users.
• Call or meet customers when advising users on complicated features/processes. 
• Test and diagnose issues and bugs on the PlotBox software and create detailed tickets and issue logs for the support development team to fix bugs & resolve issues. 
• Create feature requests from PlotBox customers’ feedback and improvement suggestions and submit the feature requests for the Product Manager to review.
• Update customers regularly on ongoing issues and notify customers when fixes and improvements have been completed by the development team. 
• Create and update detailed customer support notes about PlotBox customers.
• Regularly check in with customers after they go-live on their PlotBox system. 
• Re-engage with users who have slipped away and carry out a defined strategy for getting those users using the system regularly. 

There may be a requirement to support and deliver product training to our clients, either online or face to face, during project implementation, therefore, additional responsibilities may include the following: 

• Create detailed and specific customer training plans and communicate these with the customer during the software implementation phase of the project. 
• Plan and carry out PlotBox training sessions online and on site with customers.
• Create user action plans for customers to get the best use of PlotBox when going live on the system. 
• Attend weekly update meetings with customers during their implementation and internal training meetings. 
• Report back to the Project delivery team on any issues that may arise during the training phase of the project. 
• Maintain and update Customer Training team folder documentation. 

Who we think will be a great fit

ESSENTIAL:

You will be located in one the following states:

• California
• Illinois
• Texas
• Nevada
• Missouri
• Florida
• Massachusetts
• North Carolina

To be successful in this role, you will have: 

• At least one-year technical support customer service experience or in a similar role
• A degree or diploma in a relevant field such as Computer Science, Information Technology or Business Studies
• Demonstrated customer focus with a patient and empathetic approach to customer interactions.
• Experience in handling multiple customer requests simultaneously and prioritising accordingly.
• A passion for problem solving, and the proven ability to analyse complex problems, think critically and identify solutions or workarounds to ensure customer satisfaction.
• Excellent communication skills, both written and verbal
• The ability to learn quickly with the capability to understand how our software works.
• A willingness to work shift patterns, including weekends.

DESIRABLE:

• Relevant background experience in the cemetery or any other deathcare industry, but this is not a dealbreaker, we are more than happy for you to learn this aspect on the job.
• SQL skills preferred.

Company Summary

PlotBox is the innovative cloud-based deathcare management solution that enables cemeteries, crematories and funeral homes to serve their families in the best way possible. We are very clear on our mission; to take away some of the pain for families dealing with death and those who serve them, and provide our customers with more time for what matters. 

Headquartered in Northern Ireland, with offices in the United States and Australia, our growing, 80-strong multidisciplinary team of experts provides our partners with the same professional levels of service, support and satisfaction across the globe. We live and breathe our core values – Tenacity, Teamwork and Trust.

We have a passion for tech and innovation, actively exploiting new and cutting-edge tools and technologies to enhance our product and skillset. We actively promote from within and our dynamic scale up culture ensures that proactivity and initiative are rewarded with excellent career opportunities, progression and mobility.

How would our team describe life at PlotBox? When asked to describe our company, they use words such as: ‘fun, respect, care, team spirit, family feel, trust, happy, listen, sense of accomplishment, flexibility, development’.

We are proud that, for the third year running, we have received our Great Place to Work® Certification and have placed in the Top Ten UK’s Best Workplaces™ 2023 Medium Organisations. This follows our top ten ranking on the 2022 UK’s Best Workplaces™ in Tech list, as well as being named one of the 2022 UK’s Best Workplaces™ For Women, and one of the 2022 UK's Best Workplaces™ for Wellbeing. 

Our staff have told us loud and clear that they love working for PlotBox; from the relaxed working environment to feeling truly valued in their roles. In addition, our purpose-driven mission and the sense of pride in doing what we do - to ultimately lessen people’s pain at the most difficult time of their lives - means a lot to our team.

Benefits Offered by PlotBox

We are constantly increasing our list of benefits which currently include:

• Investment in employee growth and development
• Fully funded life insurance coverage
• Fully funded health care (with self-funding available for family members)
• Competitively priced dental and vision cover (with self-funding available for family members)
• 16 days PTO + recognised federal days
• 401(k) - 5% matched contribution 
• Regular wellbeing initiatives
• Safe and supportive culture; we foster continuous improvement in all aspects of work
• Career mobility and progression
• Regular travel opportunities
• Flexible working hours