Hybrid Customer Support Specialist at Cyberhawk

About us:

Cyberhawk is a fast-growing, successful technology company with big ambitions. We are the industry leaders in drone-based visual inspection and survey solutions for energy infrastructure and major capital projects clients.  Our cloud-based enterprise software iHawk is a visual-data solution that harnesses drone and other visual data to allow large scale sites and assets to be managed and maintained easily. Ultimately, we help make asset & project management be safer, easier and greener thus keeping people out of danger and significantly reducing the carbon footprint of the energy and capital projects sectors. 

It’s really cool work, tackling challenging problems! 

Our people are the secret to our success. We thrive because of our team’s incredible talent and outstanding service. We plan to grow a lot this year and are looking for a number of people to join our high-performance team. 

About the role: 

• First point of contact for existing and new customers, triaging and prioritizing items through the ticketing system/service desk to ensure smooth and efficient resolution of iHawk issues, problems and incidents as well as trends and problems are fed back into the product development cycle.
• Provide excellent customer support and service including queries, issue handling and complaints across multiple communication channels.
• Take ownership of support tickets and manage through to resolution in line with defined SLAs, escalating issues where necessary.
• Liaise with our development team on support matters and feed back improvement suggestions to our product team.

• Work with our customer success function to improve the customer journey.
• Assist with successful on-boarding of new customers.
• Coach and educate product users about iHawk features and functionality to encourage engagement.
• Proactively contribute to our knowledge base to create new or improve existing articles to promote customer self-service. 

Who would be a good fit for this role:

To be successful in your application to this exciting opportunity as the Customer Support Analyst we are looking to identify the following on your profile and past history:

• Proven experience in customer support
• B2B customer services – preferred
• Use of SaaS customer CRM and support tools
• Experience using Jira Service Management - preferred

Our values and what it is like to work here: 

We have a no drama way of working. We work as one team, growing together, sharing our knowledge and skills to help us all succeed and feel valued. We are a team who cares about the work we are doing and find it rewarding. We value learning and seeking out new challenges and we are not afraid to make mistakes. We are open and honest in our communication and trust and respect each other. We strive to deliver the best results and deliver work that we are all proud of. We enjoy our work, contribute and make ourselves heard. More importantly, we have a laugh and fun whilst doing it! 

Company Benefits: 

• Competitive salary 
• Hybrid and remote working
• Group Medical, Vision, and Dental Benefits
• 401k with a 5% Company Match
• Monthly adventure draw 
• Company holidays, PTO, and Sick Time
• Pet-friendly office
• Mobile Phone Allowance
• Employee Referral Scheme
• Quarterly team-building activities