Customer Support Advisor
Turtl
- London
- £25,000-32,000 per year
- Permanent
- Full-time
- You will manage inbound user queries regarding the Turtl tool and services and ensure that a response and/or resolution is provided within SLA.
- You will monitor the progress of open support tickets and keep users informed.
- You will categorize all queries accurately and effectively to allow for in-depth reporting.
- You will host web calls with users to support with query resolution but possibly demo new features or provide training at times.
- You will create requests for further technical support and monitor their progress and resolution.
- You will support with maintaining a knowledge base of how-to articles and FAQs and suggest topics that should be included.
- You will quality check development releases to ensure that they meet user expectation.
- You will provide weekly and monthly reporting on volumes of support tickets and high frequency topics and make suggestions on improvements that may reduce these in future.
- You will work closely with the other teams across Turtl to develop a high level of product knowledge.
- You have some experience in a customer support role ideally within a tech/saas company.
- You have the ability to solve customer problems and deliver appropriate solutions.
- You have great communication skills, who can interact well with people at all levels confidently.
- You have a proactive mindset and are used to working at times under pressure.
- You will need a basic understanding of core web technologies, such as HTML, CSS or JavaScript would be a big plus.
- Intercom experience is preferred but not required; willingness to learn new systems essential.