Customer Support Officer

Brisbane, Australia

About the opportunity

The Customer Support Officer is responsible for working directly with our customers to help them get started and grow in using the Outfit Platform. Using Intercom, Zendesk and Jira - this role will answer product questions, track user feedback, report and escalate issues to the Customer Support Manager, and act as the bridge between our customers, our Customer Success Managers, Product and Tech Teams.

This position reports day to day into the Customer Support Manager and to the Head of Customer Success.

About you

  • You have demonstrable SaaS customer services skills and experience, with a focus on troubleshooting and problem-solving 
  • You’re adaptive to change - as the company grows, systems and processes will change to support the growth
  • You have a high level of proficiency with computers and can adapt to new software quickly
  • You have great attention to detail and accuracy
  • You’re excellent at building rapport and trust with multiple stakeholders
  • You have outstanding communication skills – you will need to be able to clearly explain complex concepts with clear language to non technical users 
  • You’re self-motivated with a strong ownership of tasks and projects
  • You have the ability to rapidly switch gears while retaining focus on the bigger picture
  • You work well under pressure and juggle multiple deadlines confidently
  • You’re a bit of a tech nerd and get excited about using technology to solve and streamline business challenges
  • You’re an organised, process-driven wizard with the ability to adapt to change at speed
  • You'll be as committed to technical excellence as the rest of the team

Key Responsibilities

  • Becoming an expert of the Outfit Platform in order to help our customers be successful in their own businesses
  • Ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
  • Owning customer communications and issues from initial contact until resolution
  • Working directly with CS, Product & Delivery team to identify current issues, support ticket trends, and synthesizing feedback to offer informed opinions on potential solutions
  • General client support and resolution, across multiple channels managing:
  • General product questions
  • General account questions
  • Bugs and perceived Issues 
  • Product tasks and basic level training
  • New functionality requests and communications
  • Monthly client reporting
  • Daily CS team liaison 
  • Daily internal Outfit team requests and tasks
  • Communicate and escalate client queries/issues across the broader business, liaising with multiple departments for resolution 
  • Responsibility for the establishment and ongoing management of all Outfit Support processes and procedures
  • Creation and ongoing management of Outfit Training Resources and recommending system improvements based on user interaction and input
  • Assist with and implement client communications for: Product releases, Product updates, System outages
  • Working with all departments for general office operations and administrative tasks where required

Mandatory qualifications and requirements

  • 2+ years' experience in an equivalent customer services role, with customer service and frontline in-app chat skills preferred
  • Experience in servicing client needs in a SaaS/technical environment
  • Excellent communication and written skills, the ability to explain complex topics in easy to understand and concise language [English]
  • Experience in delivering client-focused solutions based on their needs
  • Proven ability to manage multiple projects at a time while paying strict attention to detail
  • Ability to work in small project teams
  • Ambition, eagerness and the willingness to learn and improve upon your current skillset
  • A genuine enjoyment of technology
  • An understanding and ability to work in an agile, start-up environment

Skills

  • 2+ years’ experience in an agency or marketing role
  • Passion for delivering fantastic customer service
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation
  • A solid understanding of the marketing production process for print and online marketing materials
  • Experience in delivering client-focused solutions based on customer needs
  • Proven ability to manage multiple projects at a time while paying strict attention to detail
  • Excellent listening, negotiation and presentation skills
  • Excellent verbal and written communications skills
  • Tertiary education degree or equivalent in business, marketing, advertising, PR, commerce or economics.

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