Customer Support Specialist

**Who We're Looking For** **Responsibilities** - Be the first point of contact for customers through various communication channels to ensure their success and satisfaction - Own our customer support channels by leading conversations to resolve customer queries and issues. - Adhere to established service-level agreements (SLAs) and ensure timely resolution of customer issues while maintaining high-quality service standards. - Refine and work with management to build our processes to ensure lightning fast support and 'starry eyed' reacts to survey responses - Collaborate with cross-functional teams to enhance our products and services based on customer feedback. - Maintain a comprehensive understanding of our products and services to provide accurate and helpful information to customers. - Create seamless and enjoyable experiences for users at every interaction. **Qualifications and Fit** - At least 2-3 years of experience in a customer support position, IT support, or customer service experience in a different field - Experience in a software or IT company is compulsory. - An understanding of SaaS concepts (prior experience with SaaS product is beneficial but not essential) - Exceptional time management skills, capable of juggling multiple customer needs on tight deadlines. - Must have deep understanding of Customer Support Metrics and SLA's - Familiarity with service management systems, ticketing platforms, and other customer support tools and technologies. - A problem solver with a deep love for action (getting stuff done). - Team player with excellent interpersonal skills. We're a close-knit team, and we'd love for you to fit right in. **Our Culture** TL;DR - CorePlan is not a good fit for everyone, and that’s OK. This is a bit about the culture of CorePlan. Our best crew members aren’t just interested in working at a job; we need people who are excited about building a great company. Besides nailing down the specifics of your job, here's what makes our team rock: - First Principles Thinking - We believe in breaking down and understanding problems into their most basic parts. When we eat elephants, we do it one bite at a time. - Infectious Passion - We highly value team members who love the career path they've chosen and strive for mastery. We embrace the joy in the journey of learning, the excitement of overcoming challenges, and the fulfilment of growth. If you love what you do and are driven to constantly improve, you'll thrive here. - Create, launch, and evolve - Creation is the spark of learning. Launch it internally, engage with customers, gather feedback, and evolve. We focus on inputs - what we can control - which ultimately drives outcomes. - LFG - We set high goals and ruthlessly prioritise to hit them. We push ourselves to act from first principles, speak up as we care about each other as humans and embrace feedback to win as a team. - Yes - We’re firm believers that we "can do" until someone shows us the "can't." You know, it's funny how often the really gnarly problems get busted by folks who had no clue they were supposed to be unsolvable **Why Join CorePlan?** CorePlan is not just your average mining software company. We are one of perth’s few tech startups and the only one that's shaking up the mining industry with our cutting edge digital operations platform. We've replaced outdated paper and spreadsheet systems with a seamless, collaborative solution that's already winning over customers in Australia and around the world. Based in Perth, we're on a mission to modernize the mining industry, and we're gaining momentum. We’re a high-performing team looking for passionate, execution-focused, self-starters to help us build the next generation of software for mining. **Recruitment Agencies