Frontline Support Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeSupport Full time $100,000 - $150,000
Job Title: Frontline Support Specialist, APAC

**Overview of the Role**
We are seeking a Frontline Support Specialist to join our User Operations team in the APAC region. As a key member of the team, you will be responsible for providing exceptional support to our clients, ensuring their needs are met and exceeding their expectations.

**Key Responsibilities**
\
  • \
  • Serve as the primary point of contact for client support inquiries, delivering empathetic, accurate, and timely resolutions.\
  • Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.\
  • Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.\
  • Maintain a deep understanding of our products and services to provide knowledgeable support.\
  • Document client interactions and feedback to aid in continuous improvement of our services.\
  • Work closely with other departments to resolve client issues and contribute to the overall client experience.\
  • Stay informed of new product features and updates to provide accurate and current support.\
  • Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.\
  • Prioritize and manage multiple tasks and responsibilities to ensure seamless client support.\
  • Develop and maintain effective relationships with clients, colleagues, and stakeholders.\
  • Continuously improve skills and knowledge to stay up-to-date with industry trends and best practices.\
  • Other duties as assigned by the User Operations Manager.\

\Requirements and Qualifications
To be successful in this role, you will need:
\
  • \
  • 2+ years proven experience in a client/customer support role, ideally for a technical SaaS product or B2B technology company providing premium support to large and mid-market clients.\
  • Exceptional empathy and a genuine desire to help and connect with clients.\
  • Strong problem-solving skills, with the ability to think creatively and resolve complex issues.\
  • Excellent organizational skills, capable of managing multiple tasks and priorities effectively.\
  • Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.\
  • Verbal and written proficiency in Korean or Japanese is a plus, given our diverse customer base.\
  • Understanding of APIs, and ability to explain complex technical concepts to both technical and non-technical clients.\
  • Familiarity with client support tools and CRM systems; experience with Freshdesk is a plus.\
  • Ability to work collaboratively in a team environment and build positive working relationships across departments.\
  • Passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices.\

\Benefits and Perks
As a valued member of our team, you can expect:
\
  • \
  • A competitive salary and benefits package.\
  • Opportunities to work on cross-functional projects and initiatives that impact user operations company-wide.\
  • A hybrid working arrangement, with flexibility to work from home and in the office.\
  • Professional development opportunities to enhance your skills and knowledge.\
  • A collaborative and dynamic work environment.\

\About Us
At our organization, we value diversity, equity, and inclusion. We are committed to equal opportunity and do not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We are also committed to providing reasonable accommodations to applicants with disabilities; requests can be made by emailing.

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