Support Specialist

1 week ago

Sydney, New South Wales, Australia beBeeTechnical Full time
Job OverviewYou are a key player in our Customer Support Team, responsible for providing world-class support to our clients. This is an exciting opportunity to grow your career and work with a dynamic team that values innovation and customer satisfaction.Key Responsibilities:
  • Handle complex and escalated customer support cases, including technical integrations and advanced product configurations.
  • Collaborate closely with cross-functional teams to resolve technical issues and improve product functionality.
  • Identify and implement process improvements to enhance support efficiency and customer satisfaction.
  • Develop and maintain support documentation, knowledge base articles, training material, and other resources to support customer education and team training.
  • Conduct phone support and video calls with customers for complex technical issues.
  • Monitor support metrics and contribute to achieving team KPIs and customer satisfaction goals.
  • Mentor and provide guidance to support team members, sharing expertise and best practices.
Required Skills and Qualifications:
  • 4+ years of customer support experience, preferably in a SaaS environment.
  • Exceptional organizational skills, with the ability to manage and prioritize multiple tasks.
  • Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
  • Outstanding problem-solving expertise, with the ability to think critically and creatively about customer challenges.
  • Strong technical background, with experience in system integrations and API troubleshooting.
  • Experience with Intercom, CRMs (HubSpot), and Jira.
  • Strong mentoring and coaching abilities, with a passion for developing others.
Benefits:
  • A collaborative and dynamic work environment.
  • The opportunity to work with a cutting-edge product and make a real impact on our customers' experiences.
  • Competitive compensation and benefits package.
  • Ongoing training and development opportunities.
  • Recognition and rewards for outstanding performance.
Other Information:

Our company is committed to equal opportunity and diversity. We welcome applications from qualified candidates who share our values and are passionate about delivering exceptional customer support.

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