Customer Support Officer

4 days ago

Brisbane, Australia Kaliba Full time

**Location**: Brisbane - Queensland

**WorkType**: Full Time

**Salary**: $75,000.00 - $75,000.00 Annual

Are you ready to join a dynamic and innovative MarTech SaaS company as a Customer Support Specialist? As a Customer Support Specialist, you will be responsible for delivering exception customer experience to help with any platform, technica...

Are you ready to join a dynamic and innovative MarTech SaaS company as a Customer Support Specialist? As a Customer Support Specialist, you will be responsible for delivering exception customer experience to help with any platform, technical and general enquiries of their platform. This role is pivotal as you will be the face of the brand as the first contact point for the business.

**Must be Brisbane based + have full working rights in Australia.**

**Company**:
Headquartered in the United States, with a presence in Australia, this organisation is a global leader in the MarTech industry. Their cutting-edge software empowers businesses with powerful online marketing tools, contact management, and sales functionalities, along with advanced AI capabilities, to help them attract, engage, and grow their customer base. They’re committed to delivering exceptional solutions that enable businesses to thrive in the digital age.

**Duties & Responsibilities**
- Act as the first contact point for a broad range of customers - SMB, Public sector and Enterprise clients to optimize their experience with their solutions.
- Handle inquiries across various communication platforms, swiftly resolving technical and support issues.
- Channel complex matters to the relevant teams for resolution.
- Provide valuable insights to leadership for continuous improvement in user experience.
- Maintain detailed records of customer interactions in their system, while also updating resources and providing support and training.

**Experience Needed**
- 2+ years of experience working within the SaaS/IT space in a customer support/Technical support capacity.
- Ability to work in a tight-knit (growing) support team and work autonomously at times.
- Experience working with metrics like - NSP scores, retention rates, handling high ticket turn over etc.
- Excellent communication and has a knack for technology.
- Hungry, driven, passionate and willing to learn.

**Benefits**
- Up to $75 000 + Super + Benefits.
- Hybrid working environment.

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