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Customer Experience Expert
2 weeks ago
We are seeking a seasoned expert to fill the role of Senior Customer Support Specialist in our Sydney office.
This position will require handling complex and escalated customer support cases, collaborating with Product, Engineering, and Customer Success teams, and identifying process improvements to enhance overall performance.
The ideal candidate will have 4+ years of experience in customer support, preferably in a SaaS environment, with excellent written and verbal communication skills, outstanding problem-solving expertise, and a strong technical background with experience in system integrations and API troubleshooting.
- Handle complex and escalated customer support cases, including technical integrations, advanced product configurations, and challenging customer situations.
- Collaborate closely with cross-functional teams to resolve technical issues and improve product functionality.
- Identify and implement process improvements to boost support efficiency and customer satisfaction.
- Develop and maintain comprehensive support documentation, knowledge base articles, training materials, and other resources to facilitate 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.
