Customer Support & Virtual Assistant

About the Role

We are looking for 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.

This is a varied role combining customer support, technical assistance, administrative support, and AI-powered organisation. You'll work directly with the business owner and play an important role in helping customers navigate technology and systems, while also taking responsibility for keeping internal requests, meetings, and follow-ups organised.

What You'll Be Doing

Customer Support & Technical Assistance

• 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, and screen sharing.
• Guide customers through problems patiently and clearly, even when they have limited technical knowledge.
• Gather information about an issue and investigate the problem before escalating when necessary.
• Provide a friendly, reassuring customer experience and ensure customers feel comfortable asking for help.

Administrative & Virtual Assistant Support

• Attend and take notes during internal and client meetings.
• Help organise incoming requests, follow-ups, and action items.
• Keep track of tasks and ensure important follow-ups don't get 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

• Review meeting transcripts and use AI tools such as Claude to identify specific action items and follow-ups.
• Turn 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.

What We're Looking For:

We're looking for someone who is curious, patient, technically comfortable, and genuinely enjoys helping people. You don't need to be a technical expert or software developer. What's more important is that you're comfortable with technology and can quickly understand how different platforms work.

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.
• Experience with HubSpot.
• Experience with 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.