Do you love looking after customers? Are you looking for a new role where no two days are the same and where you get to work for a forward-thinking tech company that really knows how to look after it’s staff?? Well look no further…..!

At PODFather we want our customers to be able to contact us through a variety of different communication channels, including telephone, email and social media.  As a member of our first line support team you will be the first point of contact for our customers’ enquiries. 

join our team

You will need to be an enthusiastic, positive individual who is a natural when it comes to providing excellent customer experience.  You will need to be able to work in an organised and professional manner, providing high levels of customer service in all verbal and written communications.  You must be able to demonstrate that you have strong communication skills as well as the ability to work effective both as part of a team and when using your own initiative.

Purpose and Scope:

The role will require you to provide a first-class service to our growing customer base, ensuring that an excellent and consistent level of service is provided at all times. This position is a full time, permanent role working Monday to Friday 9-5:30pm. As part of a team, you will also have shared responsibility to provide support during public holidays. 

For the first three months you will be based in our Edinburgh office, working alongside our Support Manager, for training purposes.  We are a flexible employer so going forward you will be able to work from home, or in the office, it’s entirely up to you!

What you’ll be doing:

You will be expected to work closely with the Support Manager, making sure that incoming client requests are correctly managed and escalated when required. This role will involve:

  • Acting as the point of contact for incoming customer enquiries (phone, email etc)
  • Triaging customer requests to ensure that they are picked up by the right person or team
  • Logging all calls and issue tickets
  • Providing “how-to” assistance for system users over the phone or in writing
  • Working with our Customer Success Managers to produce customer training material
  • Assisting the Support Manager with handheld device set-up/management

What we’re looking for:

  • Excellent communication skills and telephone manner
  • Excellent organisational skills
  • A self-motivated achiever who gains satisfaction from providing excellent customer service
  • Customer service experience
  • Being able to stay calm under pressure and willing to escalate issues when required
  • Good understanding of office software
  • Interest in IT

What you’ll get:

  • Salary: £16,500 to £26,000 depending on experience
  • After initial in-office training period, flexible working from home and/or office
  • 30 days holiday a year +1 extra day for every year worked with us
  • Opportunity to buy 5 extra holiday days or sell 5 unused days
  • High spec workstation with multiple monitors
  • Complimentary fruit, drinks, ice cream and snacks in the office
  • Office with strong transport links & free parking
  • A commitment to your development through an individual training budget
  • Company social events 
  • Life assurance scheme which includes remote GP appointments, mental health support, physiotherapy and employee assistance
  • Bike to work scheme
  • Enhanced maternity and paternity schemes
  • Pension plan with 5% employer contributions

“Here at PODFather we try to create a working environment that allows employees to develop and grow.  It’s important to us that all staff are both supported well, but also challenged, so that no two days are the same, and that the opportunity is there to try new things and learn new skills.”

Colin McCreadie, Managing Director, PODFather 

What our team has to say about working at PODFather

About PODFather

Find out about the company and people behind the software.

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