Customer Support Specialist

5 months ago

Sydney, Australia Assignar Full time

Remote-first role
- Mission driven tech company
- Fast growing, friendly and collaborative team

**About us**:
We're a mission-led cloud-based construction tech startup. Sean McCreanor (co-founder and CEO) started Assignar in 2014 after experiencing the painful lack of offerings available to him as a contractor to run his own business operations. Cut to present and Assignar works with hundreds of customers, ranging from multinational, multi-billion-dollar companies to specialist contractors.

We've found product-market fit: Assignar is an all-in-one platform, now leading the way in digital construction operations built for contractors. We enable teams to have real-time visibility on jobsites to successfully schedule the right workers to the right projects, track equipment efficiently, and make well-informed, data-driven decisions for future projects.

We have a talented and diverse global team. Assignar was born in Australia and is now headquartered in Denver, Colorado, with team members also in Australia and Colombia.

**About you**:
That's enough about us. Let's chat about you To enable us on our growth trajectory, we're searching for a Customer Support Specialist to assist our customers with product questions, training and technical problems when using Assignar. You will be responsible for supporting our customers in Australia and New Zealand. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with help desk software.

**You'll ideally bring with you**:

- Experience as a Customer Support Specialist or similar CS role
- Familiarity with the construction industry (a plus)
- Experience using zendesk software (a plus) and remote support tools
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience and poise when handling tough cases
- Ability to explain technical jargon in layman's terms for our customers
- Ability to work flexible hours to cover the AWST timezone

**Day to day, you will**:

- Independently manage the allocated queue of support requests and assume ownership of incoming requests.
- Be an expert on the Assignar platform, including product limitations, system integrations, and solutioning of workflows.
- Provide high quality, articulate communication with customers - focusing on first-contact resolution whenever possible, and progressing the case along in a meaningful way with each touch point.
- Consistently deliver timely, meaningful responses to customer inquiries, questions, requests and issues.
- Review standard reporting requests that come from the Success team and customers. Assist with building reports based on specifications provided.

**What success looks like**:
In the first month, you will go through extensive systems, processes and product training. Understanding all the ins and outs of the Assignar platform and start to help respond to tickets on Zendesk.

**Next steps**:
Have we got your interest? Our recruitment process is:

- Phone screen and culture interview with Sophie Edwards (Head of People & Culture)
- Interview with Melanie Niven, our Team Lead for Customer Success ANZ
- Interview with the Support & Customer Success team

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