About the Role
This position is responsible for providing expert-level support to customers using the platform, ensuring issues are resolved efficiently and users are empowered to use the product effectively.
Responsibilities
- Respond to customer inquiries via email and chat in a timely manner
- Diagnose and resolve technical issues with the product platform
- Guide users through setup and configuration processes
- Escalate complex bugs to engineering teams with detailed reports
- Maintain up-to-date knowledge of product features and updates
- Document common issues and solutions in internal knowledge base
- Provide feedback to product teams based on user trends
- Assist in translating support content for local nuances
- Monitor support tickets for urgency and proper routing
- Follow up with customers to confirm issue resolution
- Collaborate with onboarding specialists for new client transitions
- Identify opportunities to improve customer workflows
- Track customer satisfaction after support interactions
- Adhere to service level agreements for response times
- Support multiple customer environments and integrations
- Educate users on best practices for platform utilization
- Handle sensitive data with confidentiality and compliance
- Participate in team training and knowledge sharing sessions
- Contribute to improving support documentation
- Work across time zones to support Australian business hours
Compensation
Competitive salary based on experience
Work Arrangement
Remote
Team
Customer-facing support team focused on product troubleshooting and user guidance
About the Team
- The support team acts as the frontline for customer success, bridging user needs with technical capabilities.
- Members collaborate closely with product and engineering to drive improvements based on real-world feedback.
What We Value
- Clear communication under pressure
- Ownership of customer issues from start to resolution
- Proactive identification of systemic problems
- Continuous learning and skill development
Not available
