Senior Technical Support Specialist

2 weeks ago

Canberra, ACT, Australia Karbon Full time

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

Do you enjoy having responsibility for the growth and value delivered to an entire customer base? Are you motivated by working closely with customers to solve their workflow and strategy challenges? Do you take pride in helping your customers succeed and constantly looking for opportunities to deliver value?

As a Senior Technical Support Specialist at Karbon, you'll support our customers in their time of need. You'll function as the crucial link between customers, sales, and our product development teams.

As a Senior Technical Support Specialist, you will...

  1. Provide support to our customers in the form of video and technical chat support, provide training on the Karbon platform to drive client satisfaction, and ensure that considerable value is realised by our customers on the platform in the first 90 days after sale.
  2. Drive growth in existing customers 90 days after the sale by ensuring they are fully able to utilize all of Karbon's features and functionality by promoting awareness and adoption of our product.
  3. Increase the participation in free service offerings such as the "Getting Started" and "Onboarding" webinar series.
  4. Acquire and maintain a working knowledge of the value proposition of our platform as well as the existing and future needs of our customers.
  5. Assist in the completion of customer-facing activities including updating client data, support resources, and support videos as needed.
  6. Solve customers' problems by building partnerships, driving product and feature adoption, and ensuring that our customers actualize the value proposition from their investment. Be creative and adaptable in suggesting solutions to solve our clients' unique problems.
  7. Accurately identify risk of customer churn and put value-add actions in place to mitigate possible churn. Develop a repeatable process and methodology that can be followed by others as Karbon expands.
  8. Champion the voice of the customer internally by giving product feedback to our Product and Engineering teams in an effective manner for improvements and road mapping.
  9. Partner with Education and Product/Customer Marketing teams to produce continually-enhanced vertical- and industry-specific assets that drive customer engagement.
  10. Partner with internal stakeholders including, but not limited to, vertical SMEs, technical solutions, sales, people/operations, finance, and legal to ensure operational excellence.
  11. Help expand our global support team and processes. Be curious about the problems that are present, creative in your approach and ideation, and scientific in your hypothesis, testing, fine-tuning, and rollout of your initiatives.

About You

Candidates with the following qualifications and experience are encouraged to apply:

  1. Tier 1-2 helpdesk experience — preferably in a SaaS product environment
  2. Customer service — since Customer Support Managers work directly with customers to solve end-user issues and answer questions, it's essential that you have strong customer service skills.
  3. Prior experience with chat / support software (Intercom, Zendesk, etc.) — by nature, Customer Support Managers perform their day-to-day tasks on a computer. You must be able to use various software programs to check in with and respond to our customers via live chat services, etc.
  4. Problem-solving skills — the ability to solve problems is just as integral to a Customer Support Manager's work as solid communication skills. When presented with a problem, Customer Support Managers must be able to find a solution quickly and efficiently, even if the customer is disgruntled or impatient.
  5. Excellent communication skills — must be able to explain complex concepts clearly and concisely while giving consultative advice to help customers grow their performance.
  6. A minimum of 3 to 5 years of industry experience in B2B SaaS businesses, accounting, professional services, training/education, or customer support.
  7. Prior experience and a passion for enabling businesses to grow and succeed.
  8. Ability to learn modern customer enablement SaaS and servicing tools to better understand, manage, and support our customers.
  9. Professional spoken and written English (fluency in other major languages is a plus).

Why work at Karbon?

  1. Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines
  2. 4 weeks annual leave plus 5 extra "Karbon Days" off a year
  3. Flexible working environment
  4. Work with (and learn from) an experienced, high-performing team
  5. Be part of a fast-growing company that firmly believes in promoting high performers from within
  6. A collaborative, team-oriented culture that embraces diversity, invests in development, and provides consistent feedback
  7. Generous parental leave

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role

We recruit and reward people based on capability and performance. We don't discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you.

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you

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