EverWell - Customer Support Specialist (Remote, Australia)
EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its up-to-date digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.
This is where you come in!
As a Customer Support Specialist, you will work as part of a dedicated and focused global support team. You’ll deliver a fast, professional, high-quality and authentically human support experience to our customers. We will be there on the sidelines working together to cheer on our customers as they seek to master the Timely platform to make their businesses successful.
What You’ll Do
- Communicate by phone, email, chat and social media, delivering solutions across these channels. Confidence in live troubleshooting over the phone is a must, as the majority of interactions are via calls.
- Ask questions, investigate problems and find solutions. You are confident navigating ambiguity and use troubleshooting and questioning skills to identify the cause of issues.
- Identify opportunities to demonstrate additional value of the Timely platform to customers and continuously improve how we deliver support at Timely.
- Go the extra mile to empower customers to use technology daily to run their businesses. Work as a team, use initiative, and learn from each other.
What You Will Need To Be Successful
- Technical support experience at another SaaS company; experience in the beauty and wellness industry is a plus.
- Excellent written and verbal communication, with the ability to resolve issues live over the phone.
- Ability to translate tech language into plain English.
- Ability to handle stressful situations with clarity, compassion and good judgment.
- Proactive, quick, precise and empathetic working style; enjoy investigating problems and delivering solutions and value to customers.
- Thrives without micromanagement and is comfortable with rostered work hours to support customers over the phone.
- Experience with contemporary support software such as Zendesk and productivity apps such as Slack.
Note: Research about applying shows that applicants who meet all criteria often apply; if you don’t meet every bullet, we still encourage you to apply and discuss fit with the team.
Why join us?
We lead with inclusion and use our values to inform decisions. We succeed together and celebrate what makes us unique. We support work-life balance with additional annual leave. You’ll have the flexibility to work from home or the office and a professional development budget to fuel growth plus an annual wellness allowance for wellbeing.
Role details
- This role is permanent, full-time and can be based anywhere in Victoria.
- You must be legally entitled to work in Australia.
- Applications close when we find the right person.
Let us know any considerations that would enable your recruitment experience to be more inclusive, such as non-traditional application formats, closed captions during video interviews, or accommodations for learning differences.
EverCommerce is an equal opportunity employer and values diversity. We do not discriminate on race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!
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📌 EverWell - Customer Support Specialist (Remote, Australia)
🏢 EverCommerce
📍 Newcastle City Council