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Customer Support Specialist

2 months ago

Melbourne, Victoria, Australia ACCS - ARES Customer Care Solutions GmbH Full time
About the Role

Serve as the primary point of contact, delivering exceptional customer support and resolving technical customer issues swiftly and accurately.

Key Responsibilities
  • Resolve technical customer issues swiftly and accurately, escalating to the appropriate teams when necessary.
  • Collaborate with cross-functional teams to identify recurring customer issues and contribute to improvement initiatives.
  • Maintain and update knowledge management documentation to ensure accuracy and relevance.
  • Contribute to the development and refinement of customer support processes.
  • Engage with product teams to provide feedback and advocate for product enhancements.
  • Seek out and implement best practices, tools, and systems to elevate our support capabilities.
  • Work with customer-facing teams to create and deliver educational content, including webinars and videos.
  • Process order requests for new sign-ups or service upgrades.
Requirements
  • Minimum 2 years of experience in a customer-facing role.
  • Experience with Customer Support software such as Zen Desk.
  • Proven abilities to manage multiple tasks at once.
  • Strong analytical skills and ability to think strategically.
  • Willingness to thrive in a startup environment, highly motivated and possesses an entrepreneurial spirit.
  • You're deeply passionate about helping healthcare practitioners and delivering an incredible customer experience.