Frontline Support Specialist

2 days ago

Brisbane, Queensland, Australia beBeeCustomer Full time $45,000 - $85,000
Role Overview

The Customer Support Representative role is a critical position in our organization. As a frontline support specialist, you will be the first point of contact for customers and internal stakeholders, engaging with them through various channels.

Key responsibilities include efficiently handling high-volume inbound customer support queries, addressing software-related issues and inquiries promptly while developing expertise in the Product area you support.

You will uphold high customer service standards by ensuring each interaction is customer-centric and empathetic, aiming to exceed expectations and provide a positive experience.

Additionally, you will ensure first contact response and resolution for non-complex queries within defined targets, develop expertise relative to the Product suite you support, and create and update case documents based on troubleshooting findings.

Proactively identifying technical issues and reporting them through internal escalation channels to Senior Customer Support Representatives ensures timely resolution.

Key Qualifications
  • Excellent communication and relationship-building skills.
  • Polite and friendly telephone manner.
  • Eagerness and enthusiasm to learn, with the ability to learn quickly.
  • Good time management and organizational skills.
  • Upbeat and proactive can-do attitude.
  • Ability to understand supported product/suite and explain how configurations affect results.
  • Ability to troubleshoot by identifying likely root causes within the application (profiles, settings, actions/workflows).
  • Ability to utilize knowledge base articles.
  • Understanding or insight into trades industries is advantageous.
  • Understanding of cloud-based technologies and systems is advantageous.
Benefits & Culture
  • Leave to foster personal connections, health, and well-being.
  • Employee Assistance Program.
  • Generous Parental Leave Program.
  • Paid Volunteer Leave Days.
  • Public Holiday Exchange Scheme.
  • Delicious, free, chef-prepared lunch daily on site.
  • Up to 4 weeks per year of flexible Work from Anywhere time.
  • Talent Referral Program – reward for referring a friend.
  • Casual dress and relaxed office environment.
  • Fun team camaraderie and events.
  • Opportunities for career progression and development.
  • Diverse training & internal networking across product lines.
  • A range of other fantastic benefits.
About Us

We are an equal opportunity employer committed to diversity and inclusivity. We welcome applicants from all backgrounds and encourage those with diverse experiences to apply.

Learn more about our company culture and values at our website.

Thank you for your interest in joining our team.

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