Customer Support Specialist

3 weeks ago

Melbourne, Australia Mayday Recruitment Full time

Mayday is proud to partner with a leading SaaS provider in the construction and building operations sector. We are looking for a Customer Support Specialist to join a team in a time of growth

Our client provides a global collaboration SaaS platform that is simplifying multiple processes within the construction industry. With over 50,000 customers worldwide and no direct competitors, it's the perfect time to join this business as it continues to go from strength to strength.

**What's in it for you?**
- A team and training process that will set you up for success
- $65,000 plus super
- Based in Melbourne with WFH/hybrid work flexibility
- Additional opportunities to work remotely from Sydney or Brisbane
- Monday to Friday between 9am - 7pm. Rotating rosters between 9am - 5pm or 11am - 7pm
- Supportive and collaborative team culture
- Excellent career progression opportunities within a rapidly growing team and business
- A thorough training process on their market leading product, so you will be confident to asset customers with a range of queries
- Great benefits such as birthday leave, anniversary rewards, paid parental leave etc

**What will your day look like?**
- Monitor the support queues and uphold service levels for both responding to and closing requests
- Triage incoming request and prioritise urgent matters
- Own cases from beginning to end and update relevant stakeholders throughout the process
- Deal with multiple customer queries simultaneously
- Adjust your conversational style to deal with a range of customer backgrounds one minute you could be dealing with a c-suite executive and the next a trades person
- Contribute towards to the development and upkeep of the customer knowledge base
- Exposure to helpdesk or ticketing triage
- A keen sense of playing and winning together as a team
- Drive and motivation to provide excellent and keep wait times within SLAs
- An ability to prioritise effectively, multi-task and remain organised

If you are driven, motivated and confident with the above skills and attributes we would love to hear from you

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