Customer Support Consultant

PlotBox; Ballymena; On-site; GBP 28,000 - 36,000; Full time

Job summary

PlotBox is seeking a Customer Support Consultant to join our Support team and deliver a first-class experience to PlotBox customers. You will own customer issues from initial contact to resolution, investigate problems and communicate clearly, both verbally and in writing.

You will collaborate with Product and Development, use AI-assisted triage, and help maintain knowledge bases while building deep product knowledge. This role requires empathy, problem-solving and a proactive approach.

Qualifications

• Experience providing customer-facing technical or SaaS support.
• Ability to take ownership to resolution.
• Strong communication and empathy.
• Willingness to cover US hours occasionally.

Responsibilities

• Manage customer support tickets through in-app messaging, email and phone, owning to resolution or escalation.
• Review AI-generated initial ticket triage for accuracy before responding to customer.
• Investigate and diagnose application issues and differentiate user/configuration issues, defects, data issues.
• Resolve queries using product knowledge and defined support processes.

Skills

Customer support

Technical troubleshooting

SaaS support

Communication

Problem-solving

Ownership

Prioritisation

Team collaboration

Tools

Ticketing system

AI triage tools

Job description

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.

What you'll do :

• 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.
• Investigate and diagnose application issues, distinguishing between user/configuration issues, product defects, data issues and other support requirements.
• Resolve customer queries using product knowledge, established support processes and available knowledge resources.
• Communicate with customers by phone or video call where issues are complex or would benefit from direct discussion.
• Create clear, detailed technical escalation tickets, including reproduction steps, customer impact, supporting evidence and troubleshooting already completed.
• Prioritise tickets appropriately based on severity, customer impact and agreed support/service levels.
• Maintain ownership of escalated customer issues, working with Development/Product/other technical teams and keeping the customer informed through to resolution.
• Provide timely, clear and empathetic updates to customers, particularly during prolonged or high-impact incidents.
• Identify and document customer feedback and potential product improvements, submitting appropriate feature requests for Product review.
• Maintain accurate customer and ticket records, ensuring troubleshooting steps, decisions and outcomes are clearly documented.
• Contribute to and maintain internal knowledge articles, troubleshooting guides and reusable customer guidance.
• Identify recurring issues, ticket trends and opportunities to improve the support experience or reduce repeat contacts.
• Support the management of major/customer-impacting incidents in line with PlotBox escalation procedures.
• Share product knowledge and learning across the Support team and contribute to continuous improvement of support processes.
• Use AI and other support tools appropriately to improve efficiency while applying human judgement to validate outputs and ensure the quality and accuracy of customer responses.

What we'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.
• Clear written and verbal communication skills, with the ability to explain technical information in a way that makes sense to different audiences.
• A collaborative approach and the confidence to work with technical colleagues when an issue needs to be escalated.
• A willingness to provide occasional cover for US hours and/or weekends when business needs require it

It would be great if you also have :

• Experience supporting a SaaS or software product.
• Experience using a ticketing or customer support platform.
• Experience creating knowledge-base articles, troubleshooting guides or customer-support documentation.

Why PlotBox ?

At PlotBox, our mission is to help those dealing with death and those who serve them.

Our customers rely on our technology to support important, often sensitive services, so providing excellent support matters. You'll be joining a team where customer experience, problem-solving and ownership are valued, and where you'll have the opportunity to develop deep product knowledge and make a genuine impact on how we support our customers.

If you enjoy getting to the bottom of problems, helping customers and working with technology, we'd love to hear from you.