Entry Level, Intermediate
Melbourne
Posted 2 months ago

Overview

We are seeking a dedicated and customer-focused Technical Support Representative to join our dynamic team. In this role, you will be the frontline hero, providing top-notch technical support to our valued customers, ensuring their success and satisfaction with our products. Your technical acumen and excellent communication skills will be crucial in resolving issues, offering guidance, and maintaining strong customer relationships.

Additionally, you will be responsible for building out and maintaining our online knowledge base, ensuring our customers have access to comprehensive self-help resources.

What You Will Do

  • Customer Support: Provide timely and effective technical support to our customers via various channels (email, chat, phone).
  • Issue Resolution: Diagnose and troubleshoot software issues, guiding customers through solutions with clear instructions and patience.
  • Product Expertise: Develop a deep understanding of our product to offer expert advice and support.
  • Feedback Loop: Gather customer feedback and insights, relay important information to the product development team to drive continuous improvement.
  • Documentation: Maintain accurate records of customer interactions, technical issues, and resolutions in our ticketing system and CRM.
  • Knowledge Base Management: Build, update, and maintain our online knowledge base, creating clear, concise, and user-friendly documentation, FAQs, and guides.

About You

  • Experience: You will have 2+ years experience in a technical support role, preferably within a SaaS or technology company.
  • Technical Skills: Proficiency in troubleshooting software applications, familiarity with construction technology is a plus.
  • Customer Focus: Strong customer service skills with a passion for helping others and solving problems.
  • Communication: Excellent verbal and written communication skills, capable of conveying technical information to non-technical users.
  • Adaptability: Ability to thrive in a fast-paced, startup environment with evolving priorities.
  • Team Player: Collaborative mindset with the ability to work effectively with cross-functional teams.
  • Content Creation: Experience in creating and maintaining online documentation or knowledge bases.

What We Offer

  • Growth Opportunities: Be part of a rapidly growing company with opportunities for career advancement.
  • Innovative Environment: Work with a digital SaaS product making a significant impact in the construction industry.
  • Supportive Team: Join a passionate, driven team dedicated to customer success and innovation.
  • Flexible Work: Enjoy the flexibility of remote work and a healthy work-life balance.
  • Competitive Compensation: Receive a competitive salary and other perks

Application Requirements

Your application will only be considered if you include a cover letter. Within the cover letter you must:

  • Confirm you are an Australian resident with eligible working rights
  • You have 1+ years of technical customer support in a SaaS or technology company
  • You have experience or skills in generating online support content

Job Features

Job Category

Customer Experience

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