Customer Support Specialist

Customer Support Specialist Why Airbox? You're more likely to love your work when that work has a purpose, when it's meaningful and when it's protecting lives. And, at Airbox Systems, it will. Here's why. We are driven by passion and great people who share our enthusiasm for trying to make the world a better place, our friendly team includes individuals with backgrounds in military, aviation, and law enforcement. Our experience brings first-hand insight into frontline operations in the air and on the ground to enable cutting-edge concepts for improving the service that we deliver. At Airbox, our values can be described as behavioral guidance. They are the principles and beliefs that provide a cohesive vision and define who we are as a business. In doing so, they define our organisation internally, and externally with our stakeholders and customers. In essence, they are our “true north” that help us to navigate our organisation through prosperous times as well as uncertain periods. Our company beliefs and values are embodied in our culture. 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. What this role is about: Our Line 1 Support Specialists are the critical first point of contact for our customers. They delight every customer by providing timely, effective, and empathetic technical support. Not only do they resolve customers’ immediate issues, but they also champion their voice, ensuring their feedback is heard and acted upon by the wider business. Their work is key to building customer loyalty and directly impacts our company's reputation and success What you’ll do: Customer Support & Issue Resolution Serve as the first point of contact for customer queries received via our internal ticketing system. Oversee the end-to-end user identity lifecycle, including provisioning, role transitions, and de-provisioning, ensuring all account management activities strictly adhere to established risk and compliance frameworks. Accurately categorise, prioritise, and document all support requests in the internal ticketing system (Jira). Meet and maintain service-level targets, including first response and resolution time goals. Troubleshoot and resolve common technical issues by following structured diagnostic steps and consulting internal documentation. Gather relevant information (e.g., screenshots, device details, logs) to assist with problem identification and resolution. Replicate and investigate issues in test environments where appropriate. Identify recurring problems and contribute to knowledge base updates or internal process improvements. Escalation & Collaboration Recognise when an issue requires escalation to internal teams. Create clear, well-documented escalation tickets with detailed reproduction steps and supporting evidence. Collaborate with internal teams to ensure customer issues are tracked, managed, and resolved in a timely manner. Follow up on escalated cases to ensure resolution and customer satisfaction. Communication & Customer Experience Communicate with customers in a clear, professional, and empathetic manner, keeping them informed of progress at all times. Close tickets with comprehensive summaries outlining the issue, resolution, and any preventive measures. Represent the “voice of the customer” internally, sharing insights and feedback to drive product and process improvements. Operational Excellence Maintain accurate and up-to-date records of all customer interactions and resolutions. Participate in cross-departmental projects and assist other teams with time-sensitive tasks as required. Take part in the shared out-of-hours rota, providing 24/7 support for top-tier customers on a rotating schedule. Contribute to continuous improvement initiatives aimed at enhancing service quality, efficiency, and customer satisfaction. Professional Development & Growth Continually build technical knowledge of company products and related technologies. Take ownership of personal learning and development, working toward becoming a subject matter expert in specific product areas. About You: Previous experience in a technical support, helpdesk, or customer service role. Comfortable working either a 7am-3pm, 9am-5pm, 11am-7pm shift pattern Familiarity with ticketing tools such as Jira, Zendesk or ServiceNow. Basic understanding of IT systems, software troubleshooting, or SaaS platforms. Willingness to participate in an on-call rota. Strong communication and interpersonal skills. Excellent problem-solving and analytical mindset. Comfortable learning new systems, technologies and processes. Able to stay calm and organised in a fast-paced, customer-facing environment. Team player with a proactive “can-do” attitude. What we offer: We’re always looking for new ways to celebrate our people. You’ll be no different. Salary; Up to £26,000 depending on experience. The chance to work with a passionate team that’s working together everyday towards our shared big ambitious goal A dynamic, flexible and fun scale-up work environment with a highly talented team 26 days holiday per year, plus public holidays Private medical cover with Bupa for all our colleagues Pension scheme, offering up to 6% matching contribution Electric Car Scheme Flexible & Hybrid Working: We said you'll get freedom to work in a way that is best for you, and that extends to being in the office – or not. Work better from home? No worries. Prefer the office? Come on down. We have 2 mandatory Townhall days; Spring and Autumn, where the whole business gets together. When you visit the office you won’t just find rows and rows of desks. No, you’ll find our colleagues meeting on the walking pads, having planning sessions over a game of tennis table or grabbing a bean bag in our ‘Quality’ collaborative space - that’s right we live our values so much, we named our meeting spaces after them. Connect with us : Interested in the role, or Airbox in general, but you don’t meet 100% of the requirements? We’d love to hear from you! We encourage you to connect with us here ; we’d be excited to see if your unique skill set and experience could be a match for future roles. A note for Recruitment Agencies: Agencies, we appreciate you… but unsolicited CV’s will not be reviewed. We will only accept CV submissions for roles briefed to you by us. Please don’t keep pulling the attention of our Support team from our customers. If you would be interested in working with us – please send a message to [email protected], should we have anything we need additional support on we will reach out to you. Department Support inc. GIS Locations Airbox Systems Remote status Hybrid 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. Founded in 2008 Co-workers 60+