Customer Support Advisor

THE ROLE

• 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 categorise 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.

Requirements

• 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.

Benefits

• A competitive base salary of approx. €30,000 (depending on experience).

• The potential for Stock Options.

• A great opportunity to grow and develop new skills.