Technical Support Specialist

Locafy is a global SaaS technology company providing powerful, low-cost, fully automated online search marketing products that deliver high ranking digital properties to our clients. We deal directly with small businesses, large enterprises, resellers, partners and marketplaces. Using our patented technology, in a short period of time, our business clients benefit from increased online visibility that directly impacts their search traffic, sales leads and customer interactions. Cutting edge technology, impressive results and a company poised for enormous growth.

As our head office is in Perth, Australia, this role is to primarily serve customers from the APAC and North America Regions.

**Are you the next Locafy Customer Service All Star?** Are you passionate about:
**Showing Initiative**:

- loves solving problems end to end, ensures communication loops are closed and the customer always understands what to do next.

**Always Learning** - believes if we are no longer learning we are no longer living, always wanting to understand through doing, growing and learning together in a team environment.

**Creating Delightful Experiences** - through empathetic listening and understanding our customers needs so we can help them have a great service experience, every day.

**Responsibilities**
- Provide exceptional day-to-day customer service and training to Locafy customers globally.
- Utilize CRM tools such as Hubspot / Slack / Jira, to manage interactions with customers and internal stakeholders.
- Be diligent in finding answers and keeping clients updated on request status, bugs and other inquiries ensuring all issues are passed off and dealt with accordingly.
- Be the expert in Locafy’s offerings—providing information, SEO strategies, best practice uses, and more to customers.
- Maintain product knowledge and awareness of developments to brief customers about new feature releases and updates as necessary.
- Be a voice of customer evangelist to our product and sales teams and pass along feedback from customers on product development suggestions; escalating issues as necessary.
- Work with the wider operations team to develop plans and initiatives to drive customer success and platform adoption.
- Perform troubleshooting of Locafy products and services as necessary, documenting FAQs and building a shared knowledge base.

**Skills and Qualifications**
- 3+ years experience in customer service/support in a software or technology setting.
- Experienced capability to work well in a remote team, Head Office is based in Perth Australia, this role is to primarily serve customers from the North America Region.
- Experience in CMS software, Google Apps, digital marketing preferred.
- A basic to intermediate understanding of web hosting and DNS is desirable.
- Industry Certifications ie: Google Analytics, Google Adwords, Facebook, preferred.
- Project management mindset and strong stakeholder management skills.
- Ability to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
- Organized and attentive to detail.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Ability to read between the lines - know how to answer the questions not being asked and identify opportunities.
- Action-oriented with strong organizational, analytical and problem-solving skills.
- Track record of being curious, learning, and growing in a dynamic team environment.

**Job Types**: Full-time, Permanent

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Flexible hours

Ability to commute/relocate:

- Subiaco WA 6008: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer service: 3 years (required)

**Location**:

- Perth HQ: This role may be placed at our Perth HQ, located in Subiaco as a Permanent Full-Time Australian Employee.
- Saskatoon / Remote: This role may be placed at our Saskatoon Canada Office or Remote as an Independent Contractor.

Work Remotely:

- Yes