*Whilst this role is fully remote, for business purposes we are only accepting applicants from Northern Ireland.
About FFAIR:
FFAIR’s mission is to Make Exhibiting Easier. Now trusted by over 100 events teams and businesses, FFAIR has become known as a platform that saves precious resources whilst allowing fledgling events to scale efficiently at speed.
Job Overview:
As a Customer Support Representative at FFAIR, you will play a crucial role in assisting our customers with any technical or user issues they may encounter while using our platform. Reporting to the Head of Customer Success, you will be the first point of contact for customers, assisting them with FFAIR’s features and functionalities and working with our internal teams to ensure their issues are resolved quickly and effectively.
Key Responsibilities:
- Respond to customer queries in a timely and accurate manner through multiple communication channels.
- Use our support desk to raise and manage support tickets to track and resolve customer issues efficiently.
- Work closely with the technical team to investigate and resolve technical issues.
- Maintain accurate customer records in our CRM system, ensuring all interactions and issues are logged and tracked.
- Become a FFAIR product expert, enabling you to provide knowledgeable support to our users.
- Assist with maintenance of FAQs and knowledge base articles to support our users.
- Work collaboratively with the team to continuously improve support processes, contributing ideas and feedback for greater efficiency.
- Manage your own workload effectively to meet targets and ensure all customer needs are addressed promptly.
- Manage multiple tasks and prioritise work effectively in a fast-paced, remote environment.
Skills and Experience:
- Experience with using a CRM system (HubSpot preferred but not required) to manage customer interactions and data.
- Experience using a support desk/ticketing system for tracking and resolving customer issues.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and professionally.
- Strong technical aptitude.
- G-Suite experience is preferred but not required.
- Excellent problem-solving skills,
- Ability to work independently and manage your own workload, while also being an effective team player.
Our Mantra:
Appreciation, honesty, and collaboration are at the core of our values. We foster a close-knit team and encourage learning and innovation.
Interview process:
Phone screen with Adam (CEO) and/or Lisa (Head of Customer Success) - 15 Minutes
Interview with Adam and Lisa - 60 Minutes
Job Type: Part-time
Pay: £8.60-£11.44 per hour
Expected hours: 25 per week
Schedule:
- Monday to Friday
- No weekends
Experience:
- Customer support: 1 year (preferred)
Work Location: Remote
