Customer Support & Virtual Assistant

Core Responsibilities

We are seeking a highly organised, technically confident, and people-focused Customer Support & Virtual Assistant to join a growing consulting business specialising in technology, AI implementation, and process improvement within the commercial construction industry.

Customer Support & Technical Assistance

Responsibilities include:

• Respond to customer questions and support requests via email and other communication channels.
• Help customers troubleshoot basic technical issues, such as:
• Logging in
• Accessing platforms
• Setting up 2FA
• Navigating software
• Screen sharing
• Guide customers through problems patiently and clearly, even for those with limited technical knowledge.
• Gather information about issues and investigate problems before escalating when necessary.
• Provide a friendly, reassuring customer experience, ensuring customers feel comfortable asking for help.

Administrative & Virtual Assistant Support

Administrative tasks include:

• Attend and take notes during internal and client meetings.
• Organise incoming requests, follow-ups, and action items.
• Keep track of tasks and ensure important follow-ups are not missed.
• Assist with general administrative organisation and day-to-day business support.
• Help the business owner stay organised and focused by taking ownership of routine requests.

AI & Productivity

Leverage AI tools to enhance workflows:

• Review meeting transcripts and use AI tools like Claude to identify action items and follow-ups.
• Convert unstructured information into clear, organised tasks.
• Use AI proactively to improve workflows and reduce manual administrative work.
• Explore and learn new AI and productivity tools as required.

Qualifications

Essential:

• Excellent written and spoken English.
• Previous experience in customer support, virtual assistance, administration, or a similar role.
• Comfortable troubleshooting basic technical issues.
• Confident navigating software, logins, 2FA, screen sharing, and online platforms.
• Strong communication and problem-solving skills.
• Highly organised with excellent attention to detail.
• Patient and empathetic when dealing with customers who may struggle with technology.
• Curious and willing to learn new systems and software quickly.
• Comfortable working independently and taking initiative.

Nice to Have:

• Experience using Salesforce, HubSpot, or Monday.com.
• Experience with Microsoft Teams.
• Previous experience working with AI tools such as Claude or ChatGPT.
• Experience supporting customers within the construction, technology, or consulting industries.