Customer Support Coordinator
As the Customer Support Coordinator, you will be working alongside the client support teams to provide high-quality first line technical support for the Airbox products.
Main Duties & Responsibilities
As the Customer Support Coordinator, you will be working alongside the client support teams to provide high-quality first line technical support for the Airbox products.
Our Support team work on a static Rota between the hours of 7am to 7pm. Typically this is an early or a late shift.
Execution and initiative
- Providing first line support to our clients via phone, email and the support portal
- Ad-hoc 1st line IT support internally
- Triage and escalate technical issues, and working with the engineering team to resolve more advanced issues when necessary
- Resolving customer issues without the need for further intervention in some instances
- Providing a high level of customer satisfaction is met
- Documenting troubleshooting and problem resolution steps
- Ensuring SLA times are met
- Ensuring new features and releases are fit for purpose and aligned to client needs
- Performing daily monitoring; ensuring monitoring checklists and reports are up-to-date
- Gathering and presenting user requirements for new features
Communication
- Communicates comfortably with internal stakeholders and immediate team.
- Able to business partner with internal stakeholders and build relationships accordingly
- Develops long term and robust relationships both internally and externally.
- Strong communication skills, both written and oral.
Behaviours and Team Work
- Takes ownership for seeing things through.
- Able to follow clear processes and suggest improvements.
- Builds and maintains good relationships with their team department and across the company.
- Understands how their contributions affect the team, department and company.
Key Requirements
This is an entry-level position, so we’re happy to look at applicants without full-time professional experience, though some previous experience within a customer-facing position would be needed.
- Excellent communication skills both verbal and written
- Organised and able to manage your time effectively
- Problem solving skills
- Builds and maintains good relationships with their team department and across the company
- Ability to work without supervision and under pressure
- Acting as an advocate for Airbox
Working at Airbox
At Airbox Systems, we’ve built a passionate, supportive, and collaborative environment focused on growing and nurturing our staff and creating a positive workplace for everyone. We’re a fast-paced, growing company, with plenty of exciting plans and a lot of opportunities moving forwards. We’re looking for talented people who share our enthusiasm for trying to make the world a better place!
Joining Airbox, you’ll get access to:
- A competitive salary
- 26 days holiday + bank holidays
- Remote or hybrid working arrangements, depending on role
- Flexible working hours
- Private Medical Insurance
- Pension up to 6% matching contribution
- Free annual eye test
- Free parking on-site
- Employee Assistance Programme
- Death in Service
- Company socials, including Summer/Christmas parties
We’re a values-driven company and whilst we celebrate the diversity of the people we work with, there are certain values and attributes all of us share – whatever your background, these are the qualities we are looking for in the people we hire: Commitment, Positive Realism, Ethics, Accountability, Humanity, Quality, and Delight.
Airbox Systems is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.
Job Types: Full-time, Permanent, Rota between 7am and 7pm
Pay: £24,000.00-£26,000.00 per year
- Department
- Support inc. GIS
- Locations
- Airbox Systems
- Remote status
- Hybrid Remote
About AIRBOX SYSTEMS LIMITED
Airbox Systems produces the most comprehensive suite of situational awareness tools available anywhere on both desktop PCs and mobile platforms. Since starting up in 2008, Airbox has been trusted by law enforcement, military, special forces, search & rescue, fire and medical emergency services. We have enabled our customers to take control in any situation.
Customer Support Coordinator
As the Customer Support Coordinator, you will be working alongside the client support teams to provide high-quality first line technical support for the Airbox products.
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