Senior Customer Application Support Consultant

at  PlotBox

Location: Ecos Hub, Ballymena (Hybrid - 2 days in the office per week)
Shift Details: We anticipate shifts will run from 09:00 - 17:00 Monday to Friday, some work on weekends/evenings may be required to cover holiday or busy periods within team.
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 Northern Ireland who is dedicated to providing first class software support and effective guidance to our customers, responding to any issues in a proactive manner. As a member of our Support Team, you will have a varied role comprising a number of customer onboarding and business as usual activities from training through to handling major incidents.

Responsibilities

• 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.
• Work closely with the technology teams to ensure customer issues are prioritised and resolved effectively and efficiently.
• Provide support to the Customer Success Team where required
• 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.
• For customers in Delivery, do an introduction to our support portal and take ownership of their handover to support

• 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.
• Work closely with the technology teams to ensure customer issues are prioritised and resolved effectively and efficiently.
• Provide support to the Customer Success Team where required
• 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.
• For customers in Delivery, do an introduction to our support portal and take ownership of their handover to suppor