This role will require somebody to work from 2pm - 10pm from Monday - Friday.

Turtl is an exciting software company with more than 300 customers around the world and 120+ employees based in London and Boston.

Our software enables anyone to create, personalize, publish and track digital documents - with no need for specialist design or coding skills. Turtl is used by businesses of all sizes, from small organizations to big names, such as Cisco, Nestle and Lexus. We think there’s huge potential for growth given the wide applicability of our software and the clear benefits we’re hearing from customers.

It’s a fast-paced work environment, so we’re looking for talented people who want to continuously learn and actively embrace challenges. You’ll find Turtl a straightforward and open place to work, where colleagues can be relied on to help.

If you’re ready to take that next step in your career, then it’s a great time to be joining the team!

LONDON

Our London office is located within WeWork, Spitalfields, a unique coworking space in the heart of East London's tech hub. With an open-plan space, ideal for collaborative working and networking, this is home to a broad range of teams including Marketing, Customer Success, Sales, Account Management, Finance, Legal and People teams. We have on-site cafe, rooftop terrace/bar, weekly wellness and cultural events, as well as fully stocked kitchens within the building. 

THE ROLE

We’re now looking for a results-driven Customer Support Advisor to join our team. In this role, you will be providing technical and functional application assistance to our customers, providing the best possible customer service. You will work closely with internal teams as well as our customers to flag problems as well as to suggest possible solutions and improvements. 

WHAT YOU’LL DO

• 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.

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

We offer a competitive base salary, share options within Turtl, plus up to 25 days of holidays (plus bank holidays), as well as a birthday day off. Funded by Turtl, you’ll be enrolled in our workplace pension, life assurance and Perkbox schemes. We offer our employees a flexible approach to hybrid working where they can split their time between working from home and the office. 

EQUAL OPPORTUNITIES STATEMENT

Turtl is an equal opportunity employer and are committed to growing a diverse workforce that represents all people regardless of race, ethnicity, religion, age, gender identity or expression, sexual orientation, disability or neurodiversity. We encourage applications from all backgrounds and will make any recruitment or interview adjustments that will ensure a comfortable candidate experience.