Customer Support Professional
About the Role
We are seeking a Customer Support Professional to join our team in Sydney. As a key member of our support function, you will be responsible for handling complex customer inquiries and providing guidance and expertise to other support team members.
Key Responsibilities:
* Handle Complex Customer Inquiries: Resolve technical issues and challenging customer situations with professionalism and poise.
* Collaborate with Teams: Work closely with Product, Engineering, and Customer Success teams to improve product functionality and resolve technical issues.
* Process Improvement: Identify and implement process improvements to enhance support efficiency and customer satisfaction.
* Support Documentation: Develop and maintain support documentation, knowledge base articles, training material, and other resources to support customer education and team training.
Requirements:
To succeed in this role, you will need:
* 4+ Years of Customer Support Experience: Proven experience in a SaaS environment with excellent written and verbal communication skills.
* Technical Background: Strong technical background with experience in system integrations and API troubleshooting.
* Problem-Solving Expertise: Outstanding problem-solving expertise with the ability to think critically and creatively about customer challenges.
* Business Optimisation: Business optimisation mindset with proven ability to identify and implement process improvements.
What We Offer:
We offer a range of benefits, including:
* Career Progression: Opportunities for career progression in a startup environment known for its rapid pace of development.
* Team Culture: A vibrant and supportive team culture where your success is paramount.
* Flexibility: Our hybrid working model means you can work 3 to 5 days per week from the office.