Customer Support Analyst

2 months ago

Sydney, Australia SafetyCulture Full time

SafetyCulture is a customer and product led SAAS company with the purpose of helping teams get better every day.
- We are building an all in one, mobile-first operations platform, that gives workers a voice, and leaders visibility, to make smart decisions when driving safety, quality and continuous improvement.

Our mission is to unite teams to become a force for improvement in any organisation.

The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester, Amsterdam and Manila.

Our Customer Support team delivers an exceptional customer experience and is continuously striving to set the bar higher and higher every day. Our Support Analysts live and breath our “Think Customer” value every day. They combine their incredible people skills with technology expertise and the result is a a market leading customer experience.

So what does this mean for you? You have the opportunity to work with seriously talented people who will continue to encourage and help you to achieve the very best. You will have the opportunity to “Be Bold, Bring Action” by delivering new insights and ideas designed to fill those gaps we have. Our Support Analysts are the bridge between our teams and SafetyCulture customers.

**How you will spend your time**:

- Always striving to educate our customers about the company, our product and our products’ features
- Using data analysis to evaluate the customer problem, helping you to find an accurate and long-term solution
- Walking your customers through tricky installation processes and troubleshooting
- Looking for alternative solutions that will allow you prioritise
- Bring ideas on how to help your customers achieve the same outcome just without you
- Create and send technical documentation to customers and within the technology platforms that the company uses. Notes provided in all the systems should be complete, accurate and follows the quality framework
- Knowing the escalation cases (based on guidelines for escalation) that should be reassigned to the Level 2 Analysts
- Researching required information using SafetyCulture prescribed and approved resources
- Confidence in your decision to close customer cases, knowing that you came to a solution both yourself and the customer is excited about

**About you**:

- Customer centric approach and dedicated to solving customer problems
- Love for technology and solving technical issues
- Prior experience in customer support highly desirable
- To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.

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