Product Support Specialist

7 months ago

Melbourne, Australia Culture Amp Full time

**Join us on our mission to make a better world of work.**

Culture Amp revolutionizes how over 25 million employees across 6,000 companies create a better world of work. As the global platform leader for employee experience, Culture Amp empowers companies of all sizes and industries to transform employee engagement, develop high performing teams, and retain talent via cutting-edge research, powerful technology, and the largest employee dataset in the world. The most innovative companies across the globe, such as Salesforce, PwC, KIND, SoulCycle, Celonis and BigCommerce depend on Culture Amp every day.

Culture Amp is backed by 10 years of innovation, leading capital venture funds, and offices in the U.S, U.K, Germany and Australia. Culture Amp is recognized as one of the world’s top private cloud companies by Forbes and one of the most innovative workplace companies by Fast Company.

**How you can help make a better world of work**

As part of this team of amazing humans,
- You will_
- 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.

We believe that inclusive businesses are better, not just for “company results”, but for the world. We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

We ensure you have the tools you need to thrive both in and out of work.
- _MacBooks for you to do your best work_
- _Share Options - it’s important to us that everyone is an owner and can share in our success_
- _Excellent parental leave and in work support programme - for those families to be_
- _Flexible working schedule - where we can, let’s make work, work for you_
- _Fun and inclusive digital, and in-person events_
- _Full usage of the Culture Amp platform to drive your development and provide regular avenues to share your voice on your team, department and the company._

Most importantly, an opportunity to really make a difference in people’s lives.

**Please keep reading...

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