Customer Support Analyst

2 weeks ago

Sydney, Australia Hatch Full time

** This role is at SafetyCulture (not for Hatch)**

Hatch is supporting SafetyCulture to find a great Customer Support Analyst to join their customer service team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like SafetyCulture.

**About the role at SafetyCulture**

Our Support Analysts are the bridge between our teams and SafetyCulture customers.

**How you will spend your time**:

- Always striving to educate our customers about the company, our product and our products’ features
- Using data analysis to evaluate the customer problem, helping you to find an accurate and long-term solution
- Walking your customers through tricky installation processes and troubleshooting
- Looking for alternative solutions that will allow you prioritise
- Bring ideas on how to help your customers achieve the same outcome just without you
- Create and send technical documentation to customers and within the technology platforms that the company uses. Notes provided in all the systems should be complete, accurate and follows the quality framework
- Knowing the escalation cases (based on guidelines for escalation) that should be reassigned to the Level 2 Analysts
- Researching required information using SafetyCulture prescribed and approved resources
- Confidence in your decision to close customer cases, knowing that you came to a solution both yourself and the customer is excited about

**Seniority**

**Junior** - A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.

**Core Responsibilities**
- Query Handling - Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
- Query Handling (online / live chat) - Address and resolve queries, questions, and problems via online platforms to ensure positive customer outcomes and experiences

**Strengths**
- Written communication - Writes in a clear and structured format to convey information and ideas effectively to a target audience
- Service orientation - Actively seeks and develops strategies to help key stakeholders
- Verbal communication - Speaks clearly to convey information effectively to a target audience

Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like SafetyCulture.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

**Salary**: $60,000.00 - $120,000.00 per year

Schedule:

- 8 hour shift

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