Customer Support and Engagement Lead

2 days ago

Essendon Fields, Australia Orbx Investments Full time

Essendon Fields, Melbourne, Australia

Reporting to the Head of Operations, the Customer Support and Engagement Lead is responsible for responding to support, general enquiries and social media posts from our customers, and managing a small team of casual employees who respond to tickets.
This is a critical role to ensure customer satisfaction and provide strategic information to inform our development teams as to our customers needs.
This role is located at our Essendon Fields, Melbourne studio, a comfortable modern office, with convenient transport and shopping facilities, where the Orbx HQ friendly and dynamic team is located.

**Responsibilities**
- Communicate clearly to customers so as to build customer relationships and enhance the Orbx brand.
- Provide guidance and co-ordinate the resolution of support tickets with the Support Team
- Manage the support ticketing system
- Measure and report on the customer support function
- Answer incoming enquiries via social media channels, or wherever the enquiries come from
- Maintain an FAQ list
- Maximise sales opportunities that may arise through great communication, engagement and company knowledge.
- Engage with senior management and creative teams on key design issues and product selection
- Provide input in post release review of product launches

**Key skills**

**Must have**
- Experience in a customer support or similar role
- Excellent written communication skills
- Superior and undisputable work ethics
- High attention to detail
- Ability to identify problems and work through to a solution using logic and reasoning
- Excellent time management and organisational skills

**Highly desirable**
- Passion for aviation and / or gaming
- Experience using Jira, Zendesk (or other ticket management tool) and Google Office Suite
- Knowledge of current flight simulation platforms: MSFS, Prepar3D, X-Plane is a bonus
- Experience leading a small team

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