Customer Success Specialist

1 month ago


Sydney, Australia Fotomerchant Full time

Customer Success Job Description

**Please note**:
Applications will only be considered if a cover letter is attached and includes a response to the following, 'Please tell us the best customer service you've ever received and why.'

**About Fotomerchant**

Fotomerchant started with a simple idea: to simplify the e-commerce workflow for photographers. We wanted to be at the helm of this revolution, helping to bring the photography industry into the digital age. Our goal was tough but simple, to disrupt the space. Fast forward to today and that passion remains the same. With a focus on high-volume studios, we’re continuing to disrupt and innovate the photography industry internationally. We have no plans of slowing down anytime soon

**Our Customer Success team**

Our Customer Success team is as dedicated as it is dispersed You will find at least one of our Customer Success team members in Australia, USA, Canada, across Europe and New Zealand.

In this role, you will work with a team of motivated individuals to provide account set up and technical support for our customers. Building a relationship with the studios you support, you will also help optimize their accounts to help them achieve their goals.

We are big believers in building a collaborative environment, as such, you will be supported by other teams throughout the business: sales, marketing and developers.

We all work together here at Fotomerchant, and pride ourselves in a friendly yet professional manner with customers.

Fotomerchant’s products are mostly software-as-a-service platforms that mostly use modern Cloud, API, Web, and Desktop technologies. Our Customer Success team uses a variety of platforms to manage tasks and projects including;
- HelpScout or ZenDesk
- Asana
- Experience in G Suite, Microsoft Office or equivalent i.e. Excel, Google Sheets, docs is helpful

**Work where you are**

Great work can get done anywhere, so that's where our team works. Fotomerchant is a fully remote company distributed across many continents and continuing to expand.

We provide a flexible work arrangement which means you can find the right work/life balance to suit your individual needs. We believe that a well balanced individual is a happy one With a support window that currently spans 18 hours across continents, we have flexibility in rostered days and hours where required.

**We’re all human**

**About you**
- You’re eager to see customers have a positive experience and get the best out of the company they are partnering with.
- You love immersing yourself in tasks or solving problems.
- Have a passion for working with technology as it develops.
- Interested in learning new programs and skills.
- Self-starter and able to work independently in a remote environment.
- Have strong written and verbal communication skills that can adapt to suit the environment.

**About the role**
- Join a remote international team in supporting innovative solutions for the high-volume photography industry.
- Support software-as-a-service platforms that use modern Cloud, API, Web, and Desktop technologies. Become an expert user of all aspects of our proprietary platform and products.
- Work with current customers to optimize their account workflow. Train customers on account set-up and features using clear and concise communication.
- Troubleshoot customer support and document incidents through a help desk ticketing system.
- Plan and accomplish goals using experience and judgment. A certain degree of creativity and latitude is required.
- Taking lead on specific client accounts and projects as needed including scheduling appointments, meetings and training sessions.

Pay: From $60,000.00 per year

**Benefits**:

- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

**Education**:

- Diploma (required)

**Experience**:

- Customer support: 2 years (required)



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