Backed by 500 Global.
About the role
Manage customer support tickets received through in-app messaging, email and telephone, taking ownership through to resolution or appropriate escalation. Review AI-generated initial ticket triage to verify the accuracy of categorisation, priority and routing, applying appropriate judgement before progressing the ticket and responding to the customer.
What they're looking for
- Experience providing customer-facing technical, application, software or SaaS support
- Experience investigating customer issues and taking ownership through to resolution or escalation
- A strong customer focus, with the patience, empathy and professionalism to support customers when they’re frustrated or dealing with business-critical issues
- Good judgement and the ability to prioritise competing issues based on urgency and customer impact
- Strong problem-solving skills and a logical approach to investigating issues
- The ability to learn complex software and develop strong product knowledge
More about this role
We’re looking for a Customer Support Consultant to join our Support team and help deliver a first-class experience to PlotBox customers.
This is more than simply responding to tickets. You’ll take ownership of customer issues, investigate what’s happening, work through potential solutions and make sure our customers feel supported and informed from initial contact through to resolution.
You’ll become a trusted product expert, combining technical problem-solving with excellent customer communication. You’ll also work closely with our Product and Development teams when issues need deeper investigation or escalation.
As we continue to evolve how we deliver support, you’ll also work alongside AI-powered tools that help with initial ticket triage — using your judgement and product knowledge to validate their outputs and ensure customers receive the right response.
Manage customer support tickets received through in-app messaging, email and telephone, taking ownership through to resolution or appropriate escalation.
Review AI-generated initial ticket triage to verify the accuracy of categorisation, priority and routing, applying appropriate judgement before progressing the ticket and...
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