Customer Support Specialist

4 hours ago

Sydney, New South Wales, Australia GovConnex Full time $60,000 - $90,000 per year

Role

: Customer Support Specialist

Location

: Sydney CBD (Hybrid - 3-4 days/week in office)

Job Type:

Full time 

Reporting to

: Head of Customer Success

Who is GovConnex?

GovConnex is a fast-growing SaaS company designed for public policy and corporate affairs professionals, founded in 2019.

GovConnex's mission is to be the world's leading provider of government information and workflow tools, allowing organisations to manage political and regulatory risk more efficiently. Our growing customer base includes ASX100 and Fortune 500 companies, as well as leading industry associations, consultancies and NFPs.

What You'll Do:

GovConnex is looking for a Customer Support Specialist Manager to join our team during a critical growth phase.

Reporting directly to the Head of Customer Success, you will provide empathetic and efficient frontline support to our customer base. Additionally, you will help to facilitate our Customer Renewals and Accounts Receiveable process.

  • Be a platform expert:

Develop an in-depth knowledge of the GovConnex platform including our customer use cases, data sources and tech stack
- Be an omni-channel presence

: Resolve customer queries primarily over live chat & email - but don't be afraid to pick up the phone when it counts
- Provide best in class support:

Communicate and escalate clearly for timely and empathetic customer support
- Provide critical internal feedback:

Articulate and amplify challenges and opportunities for customer value, process improvement and feature prioritisation
- Drive renewal and accounts receivable operations:

Assist Customer Success Managers with the management and communication of customer renewals, and assistance with the accounts receivable process.
- Improve how we operate:

Internal processes, automations, software - you're empowered to bring and execute your ideas

What We're Looking For

:

You are an early-career or graduate talent, looking to learn by doing. Our Support Specialists gain exposure to Engineering, Customer Success and Finance - with opportunities to grow into technical, customer facing or operational pathways. 

  • 0 - 2+ years in Customer Service, Technical Support or similar
  • Exceptional communication and collaboration skills, with the ability to manage expectations
  • Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments
  • A creative and active problem solver, motivated by curiosity and the best way to do things
  • An organised and detail-oriented way of working
  • Familiarity with Australian political or government relations sectors (Desirable, but not required

At GovConnex, we value curiosity, ambition, and a commitment to learning. If you're excited about this role but don't meet every single requirement, we still encourage you to apply. We welcome people from all backgrounds who are eager to grow and contribute.

Why Join Us:

GovConnex is a rapidly growing SaaS business, We present a unique opportunity for the right candidate to learn, grow and make an outsized impact.

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