Helpdesk Customer Support

1 week ago

Barangaroo, Australia Nearmap Full time

Company Description

Nearmap is unique. A global technology company with incredible people; a market-leader with energy and spirit. Nearmap was named as one of the world’s 10 Most Innovative Companies of 2020 by Fast Company magazine - and we’re growing.

If you join us on this exciting journey, you’ll love our inclusive values and share our ambition to become the source of truth that helps shape decisions for the liveable world.

**What we do**
We provide easy, instant access to high-resolution aerial imagery, city-scale 3D content, AI datasets and integrated geospatial tools, with wide-scale coverage across the USA, Canada, Australia and New Zealand. At the core of it, we’re a location content company, a visual analytics company, and a software as a service company. Innovation is weaved into our DNA.

**Job Description**:
Responsible for supporting our Australian customers in their use of Nearmap products, while delivering the best possible customer experience. The first level of support, answering all possible support cases within their range of competency, and making good decisions about which cases need escalation to second level support.
- Responding to AU support enquiries to our support system and inbound phone calls, either by handling the case directly, or escalating to level 2 support when required.
- Providing regular ongoing communication to customers on unresolved support cases, and carry out good support case ‘hygiene’ and management.
- Developing and maintaining excellent user knowledge of Nearmap products, to be able to advise and support customers well.
- Having a good understanding of relevant support, product and sales operations processes related to handling of support cases.
- Be available to be rostered for on call responsibility to manage customer communications when Nearmap outages or issues occur.

**Qualifications**:

- Experience in a Technical Support role for a business-critical technology product, providing a high level of customer service.
- Experience providing support for a SaaS product - highly desirable.
- A passion for working with people and solving their problems.
- Well organised, and in particular making good prioritisation decisions.
- A desire to learn new things and continually improve.
- Excellent analytical and problem-solving skills.
- Ability to share knowledge at the appropriate level for a particular audience, in formal training sessions and informal conversations.
- Excellent verbal, visual and written communication skills.
- Excellent customer service skills.

Additional Information
**Some of our benefits**
Nearmap takes a holistic approach to our employees’ emotional, physical and financial wellness. Our current benefits include access to the Nearmap employee share scheme, short and long-term financial incentives, flexible working options, paid volunteer days, gym and phone rebates, and lots of development opportunities including hack-a-thons and pitch-fests.

**Working at Nearmap**
We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

If you can see yourself working at Nearmap and feel you have the right level of experience, we invite you to get in touch.

Watch our culture video below to find out more about what a day in the life at Nearmap looks like.

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