Customer Support Specialist

3 weeks ago

Sydney, New South Wales, Australia Storypark Full time
Strategic Leadership, Development Programs

Job Description – Customer Support Specialist About the Role

We are looking for a dedicated and empathetic Customer Support Specialist to join our team. In this role, you will be the first point of contact for our customers, providing timely and effective support across multiple channels (chat, email, and phone). You'll play a critical part in ensuring our customers feel supported, valued, and successful in using our platform.

This position is ideal for someone who is customer-focused, solution-oriented, and enjoys working in a collaborative team environment.

Key Responsibilities
  • Serve as the primary point of contact for customers via chat, email, and phone.
  • Provide accurate, empathetic, and timely responses to customer inquiries.
  • Troubleshoot and resolve technical or account-related issues, escalating when necessary.
  • Guide customers through product features, ensuring they get maximum value from our platform.
  • Document all interactions and maintain detailed records in our support systems.
  • Identify recurring issues and share feedback with product, engineering, and customer success teams to improve customer experience.
  • Contribute to internal knowledge base and customer-facing support articles.
  • Uphold service level agreements (SLAs) and maintain a high standard of professionalism.
Requirements
  • Previous experience in a customer support, service, or contact center environment.
  • Strong communication skills, both written and verbal.
  • Empathy and patience when dealing with customers, especially in challenging situations.
  • Ability to quickly learn new software tools and product features.
  • Strong problem-solving skills and attention to detail.
  • Comfortable multitasking in a fast-paced, high-volume environment.
  • Familiarity with support tools such as Intercom, RingCentral, HubSpot, or similar is a plus.
Preferred Qualifications
  • Experience in SaaS or technology-based customer support.
  • Background in education, childcare, or community-based services (is a plus, but not required).
  • Ability to communicate effectively with diverse groups of users.
  • Interest in contributing ideas to improve processes and customer experience.
What We Offer
  • A supportive, collaborative team environment.
  • Opportunities for career growth and professional development.
  • Flexible work arrangements.
  • The chance to make a real impact by helping educators, families, and communities thrive through our platform.
Seniority level
  • Entry level
Employment type
  • Full-time
Industries
  • E-Learning Providers

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