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Product Support Specialist

1 month ago

Melbourne, Victoria, Australia Culture Amp Full time
How you can help make a better world of work Culture Amp is looking for a Product Support Specialist to join our Melbourne-based team for coverage of the Australian Eastern Timezone. As part of one global team, our Product Support Specialists play a critical role in supporting all customers in their use of Culture Amp and deliver a personalised, Culture First experience to those users in their time of need. In this role, you will apply your experience in customer support/service, technical know-how, and curiosity to guide customers on the use of the Culture Amp platform and step in to investigate instances of unexpected behaviour. As part of this team of amazing humans, You will
  • Serve as the first point of contact for our customers around the world that reach out to us via our support channels (email, chat, video conference)
  • Answer all questions related to the Culture Amp platform and escalate when necessary - we receive around 4,000 emails and 4,000 chats per month - you'll be busy
  • Educate and empower our customers to be better Culture Amp users and become People Geeks
  • Serve as an internal resource for all departments and help them be successful - this might look like responding to "quick questions" in Slack or even joining a virtual meeting to serve as the product expert
  • Be responsible for ensuring that customer data is handled securely - we are gatekeepers and manage internal requests for access to accounts by other team members at Culture Amp.
  • Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers' challenges
  • Partner with the Customer Organisation across multiple time zones (we are a globally distributed team) to continuously improve our customer experience as our customer base grows
You have Soft Skills
  • You enjoy interacting with people and building relationships with customers
  • You are able to empathise with customers in a genuine way that lets them know you care about their issues
  • You have the ability to explain technical issues in simple terms
  • You know when to ask open-ended questions vs. close-ended questions to best understand an issue
  • You are professionally self-directed and self-motivated
  • You are naturally curious and love to learn. The more technical the better
Experience
  • You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer-facing role
  • You have ideally used help desk systems (Intercom, Zendesk, Freshdesk, Help Scout, etc.) as your primary tool in previous roles
  • You are no stranger to helping multiple customers at once in a high-velocity service environment.
  • You have a technical understanding of how Email, Single Sign-On, and SFTP work (not necessary but comes in handy)
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