Customer Support Specialist

3 weeks ago

Sydney, Australia Clipboard Full time

Sydney, NSW- Full-Time- Customer Team- $60k - $75k- Customer Support SpecialistClipboard is a fast-growing Sydney-based startup pioneering a new category in EdTech, a management system supporting schools to deliver great extracurricular programs. Our vision is that every student worldwide should be empowered through participating in great extracurricular activities, and to do this, schools need a purpose-built system to best manage these activities effectively.The Customer Support Specialist is responsible for ensuring that Clipboard’s customers have a great user experience, with any issues being managed quickly and professionally.Key Responsibilities
Responding to Customer inquiries
- Resolve customer complaints and issues via active engagement and troubleshooting. Provide solutions to these issues via an investigation/response process where possible. If unable to solve the issue, or if the interaction requires a higher-level response, these
- matters should be escalated to the Head of Customer Success.

Customer records management
- Ensure all tickets are logged with the development team with the appropriate escalations marked in the system.

Ongoing Learning
- Ensure your Clipboard product suite knowledge is regularly reviewed and remains up to date with all changes - before you can support others, you must know the product yourself.
- Participate in writing excellent help documentation - both for internal use and for our customers.

Your Skills and Experience
You have the following skills and experience:

- At least 1 year of experience working with customers, ideally in technology
- Familiarity with chat (e.g. Intercom), CRM (e.g. Pipedrive) and Atlassian Jira platforms
- You can translate technical ideas for non-technical audiences
- Ability to learn new software platforms quickly
- Demonstrable critical thinking, verbal and written communication, and creative problem-solving skills
- Self-starter, positive attitude, ability to continuously develop and adapt to a growing team
- Highly organised. You can manage and prioritize several different projects.
- [Bonus] Experience working customer support for B2B SaaS
- [Bonus] Experience working with schools in some capacity

Clipboard supports an inclusive workplace and welcomes applicants from diverse backgrounds.

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