Customer Application Support Consultant 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.  Following recent growth, we are looking for a new addition to our client facing team.

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

This is a great opportunity for an individual who might have basic technical skills looking to grow those skills and boost their work experience in a position that will provide varied hands on learning and development opportunities. You might have recently left college or university and now looking for an opportunity to develop professional experience, or simply looking for a change in career.

Responsibilities 

You will act as an integral part of the team working together to deliver a positive experience for our customers:

• 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:
 

To be successful in this role, you will have: 

• Relevant experience dealing with customers on a regular basis
• Confident using standard desktop applications e.g. Gmail, Excel, Word etc.
• Demonstrable customer focus, showing patience and empathy for customers at all times
• Great communication skills alongside an excellent telephone manner
• The ability to learn quickly with the capability to understand how our software works
• A can-do attitude to problem solving
• Ability to deliver engaging presentations
• A willingness to provide occasional cover for USA hours and/or weekends

DESIRABLE:

• Experience providing help desk support, customer service or account management

If you still have questions about this role, you can find out more about a day in the life of a Customer Application Support Consultant from our very own Claire here. 

Company Summary

PlotBox is the leading software solution provider for the bereavement industry, facilitating crematoria and cemetery clients all around the world. We are very clear on our mission; to take away some of the pain for families dealing with death and those who serve them. Enabling our clients with world class software allows them to turn their attention to successfully supporting grieving families. 

We are a high growth scale up of almost 60 people headquartered in NI and spread out across the globe, collaborating on a journey to make PlotBox the solution of choice for every death care facility, globally.  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 proactivity and initiative is rewarded with excellent career opportunities, progression and mobility.

How would our team describe life in 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.

This is an exceptional opportunity to join our talented team. We recently made it into the top 10 UK Best Workplaces™ 2021 and could not be happier. 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

Our headquarters are ideally placed in the beautiful and scenic countryside location around Ballymena along with other office locations in the USA and Australia. We are constantly increasing our list of benefits which currently include:

• Investment in employee growth, development and certification courses.
• Regular wellbeing initiatives and health cash plans
• Safe and supportive culture; we foster continuous improvement in all aspects of work
• Career mobility and progression
• Regular travel opportunities
• Flexible working hours
• Pension
• Working from home options (and not just during the pandemic!)
• Active social and charity committee - lots of social events throughout the year
• Office perks: fridge and larder fully stocked with unlimited drinks and snacks
• Free Parking