Iconic Digital Marketing Consultants Ltd
Support Ticket Handler
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Support Ticket Handler
Salary: up to £25k DOE
Location: Wallington, Surrey with hybrid opportunities
Hours: Full-Time, 35 Hours Per Week (9:00am – 5:00pm, Monday to Friday)
Hybrid Working: Available following successful completion of probation
About Growth Gorilla
Growth Gorilla is transforming the way businesses approach marketing. Our AI-powered platform automates marketing tasks that would traditionally take hours of manual effort, helping businesses save time, reduce costs, and improve consistency.
As we continue to grow, we are looking for a Support Ticket Handler to provide exceptional support to customers using Growth Gorilla. This is an exciting opportunity to join a fast-growing technology business at an early stage and help shape the customer experience.
The Role
As a Support Ticket Handler, you will be the first point of contact for customers seeking assistance with the Growth Gorilla platform. You will manage customer support requests via our ticketing system, helping users resolve issues, navigate the platform, and get the most value from our software. While many queries can be resolved directly, you will also work closely with our technical team to escalate bugs and more complex issues when required. This role is ideal for someone who enjoys problem-solving, has excellent written communication skills, and is enthusiastic about technology and artificial intelligence.
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Key Responsibilities
- Monitor and manage incoming customer support tickets.
- Investigate and resolve customer queries in a professional and timely manner.
- Guide users towards relevant help articles, tutorials, and resources.
- Troubleshoot common platform issues and provide practical solutions.
- Escalate software bugs and technical issues to the development team when necessary.
- Maintain accurate records of customer interactions within the ticketing system.
- Follow up with customers to ensure issues have been fully resolved.
- Identify recurring customer issues and provide feedback to improve the platform and user experience.
- Assist with the creation and maintenance of support documentation and knowledge base articles.
- Meet agreed service standards and performance targets for ticket response and resolution times.
What We’re Looking For
Necessary
- Excellent written communication skills
- Strong attention to detail.
- Good organisational and time management skills.
- A positive and professional approach to customer service.
- Previous customer service or administrative experience in ticketing or help desk systems.
- Strong problem-solving ability.
- Confidence using computers and web-based software.
- A willingness to learn new systems and technologies.
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Desirable
- Experience using AI tools such as ChatGPT, Claude or Gemini.
- Experience working with ticketing or helpdesk systems.
- An interest in technology, software, or digital marketing.
Personal Attributes
The successful candidate will be:
- Customer-focused and empathetic.
- Curious and eager to learn.
- Calm under pressure.
- Methodical and organised.
- Reliable and accountable.
- Comfortable working independently and as part of a team.
What We Offer
- Opportunity to join a rapidly growing AI technology business.
- Hybrid working following successful completion of probation.
- Ongoing training and development.
- Exposure to cutting-edge AI technology.
- Supportive and collaborative team environment.
- Potential opportunities for additional paid overtime during busy periods.
Equal Opportunities
Growth Gorilla is committed to creating an inclusive workplace where everyone can thrive. We welcome applications from all backgrounds and are committed to providing equal opportunities for all employees and applicants.
NB Hard launch for the product is September 2026, we are recruiting now for someone to train lightly over Summer, then go live in the Autumn. Do not apply for this job if you are only interested in starting immediately.
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