Description:
The Customer Support Specialist is responsible for providing exceptional support so our users can get the most out of their VendorPanel products for the benefit of their role and their organisation. Customer support will be point of escalation for complex queries from team members, helping and assisting them in understanding how to manage complex issues themselves.
This role is crucial to ensuring that VendorPanel meets our contractual obligations with our customers as well as guaranteeing that platform products and features are set up or configured in a timely and accurate manner.In addition to this, a proportion of this role will also be tasked with providing training to our new hires.
As part of the role, you will:
- Work with the Support Team Leader to manage daily and forecast weekly front and back-office activity.
- Provide technical support (omni channel) and use exceptional customer service skills to ensure users' enquiries are responded to and actioned in a timely manner and to a high standard.
- Investigate user raised technical issues, work to understand if it is system or users related and work to solve the issue efficiently for the user.
- Provide training to new hires.
- Escalate and raise bugs, liaise with engineering team and help fix client’s platform(technical) issues.
- Work with other team members to assist in areas such as pre-sales support, new customer setup and configuration and system testing.
- Compile basic reporting for the use of internal and external stakeholders.
- Provide platform support for our Customer Success, Sales, and Account Management teams.
- Help lead and motivate the wider support team to ensure the delivery of a quality service experience.
To be successful in this role, you must be/have:
- Relevant degree and at least 1 year relevant work experience.
- Customer support / help desk experience required.
- Experience in SaaS based platform. Experience with planning tools (e.g. Wrike, Trello Monday) and Customer Support systems (e.g. Zendesk, FreshDesk, HubSpot)
- Customer and stakeholder centric
- An aptitude for quickly learning systems and new processes. Exceptional time management and planning skills.
- A balanced approach to the delivery of work between quality and quantity within timeframes.
- A strong communicator.
- An eye for detail.
- Strong interpersonal skills dealing with all levels of an organisation.
- The ability to quickly pivot and acclimate to new priorities and focuses. We need this person to just get things done.
A note to applicants
We welcome applications from people of all backgrounds and encourage candidates from marginalized communities to apply. If you need adjustments during the interview process, please let us know — we’ll do our best to support you.
Please note:
- You must have the legal right to work in Australia.
- A police record check will be required as part of the process.