Support Specialist

2 weeks ago

Sydney, New South Wales, Australia Funnel Full time

We are expanding our global world-class support function by hiring our first Support Specialists to our recently established Sydney office.

In this role, you will not only be part of making an impact on the business but also build processes and set the bar high in our new Australian Support function

About the role


As the first Support Specialists in our Sydney office (we are looking to hire 2 people), you will be working closely with our global support team consisting of our
EMEA team and
US team.

Furthermore, you will also be an important part of our
Sydney team. This is a small team working in the sales and solution space with a collaborative and can-do mentality.

In this role, you are responsible for managing all incoming Funnel user queries together with your colleagues.

The support team will work continuously to share insights with the rest of the organization as well as contribute to building smart solutions to eliminate the need for support.


Some tasks and responsibilities:

  • Helping Business Customers troubleshoot the product and usage
  • Triage a wide range of requests and safely courier the information to the right team (e.g. Development, Product, Customer Success, Solution Consulting, Finance)
  • Work closely with the Development team to make sure we come up with the best solutions for our customers
  • Lead and participate in crossorganizational projects to make Funnel a better product
  • Look after the knowledge base, making sure each Business plan has relevant content and that it can be surfaced easily
  • Elevate burning issues and emerging trends to the business in a way that makes it easy to understand and take action

Who you are

Attributes:

Service-oriented - You get energy from helping customers and solving their issues.

With your ability to put yourself in someone else's position, you can see things from their point of view and are able to adjust your approach depending on the customer.


Challenging - You dare to challenge customers, colleagues, and yourself, ask the right questions, and be transparent if something does not work.

Collaborative - You are a team player and enjoy cross-collaboration with other departments and countries.


Curious - You want to understand how the product works, improve and find new ways of working, and look for alternative solutions.

Openness - You thrive in a dynamic and fast-changing environment where all answers and processes are not in place.

Skills and experiences:

  • Minimum 2 years of experience in technical support management handling B2B customers
  • Experience working with a technical product
  • Technical understanding, strong analytical and problemsolving skills
  • Knowledge of how to write in an instructional way when communicating with customers
It is a big bonus if you also have:

  • Experience working in a SaaS company with a basic knowledge of the digital advertising and digital analytics space
  • Proficiency in Microsoft Excel/Google Sheets
  • Knowledge of any programming language

Who we are


Funnel is a fast-growing tech company within digital marketing, working to help marketers understand how their marketing initiatives relate to their business results.

Funnel is a Software as a Service (SaaS) product that helps you to get the very most from your data.

Our customers range from big e-commerce companies to advertising agencies and consumer brands.

Since the product launch in 2015, we have set up offices in Stockholm, Boston, Dublin, and Sydney and have grown to service thousands of marketers all over the world, with the US as the largest market.


Read more about our benefits and perks here

Other information
This role is located in the
Funnel Sydney office and hired by
Funnel Operations Pty Ltd. We value in-person collaboration, and as such, we work
a minimum of four days a week from our office.
LI-EW

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