Customer Support Representative

2 weeks ago

Richmond, Australia BuildPass Full time $80,000 - $120,000 per year

About BuildPass

BuildPass is a venture-backed SaaS organisation on a mission to innovate within the construction industry. We've developed a comprehensive construction site operations platform that brings together Builders, Subcontractors, and Workers with the goal of delivering safer and more productive construction sites. The BuildPass team comes from diverse backgrounds and skillsets. Never worn a hard hat or set foot on a construction site? Don't worry Industry knowledge can be taught. We care more about your ambition to learn and desire to join a high-performing team than your familiarity with steel-cap boots and SWMS.

About the role

BuildPass is a customer-focused company at its core. We're proud of what we have built, but our true north is always our customer's satisfaction. As we grow, we need to ensure that this customer obsession is maintained, and that's where you come in. As a Customer Support Specialist, you will be one of the first points of contact for our customers. You will manage and resolve their queries, design help desk content, train remote support staff, create training videos, and be an integral part of our support system. Plus, you'll also get to assist our Sales and Customer Success teams with a variety of tasks.

About the role

The person we're looking for is:

  • An Early Bird - comfortable with construction start times
  • Tech Savvy - has good technical skills and enjoys learning new tools
  • Problem Solver - can tackle customer queries efficiently
  • Articulate - friendly and confident over the phone
  • Proactive - shows initiative, not just task-driven
  • Product Guru - quickly becomes an expert in our product
  • Interested in AI and automation - working lean to try do more with less

Key responsibilities

  • You will be one of the first points of contact for our customers, answering calls and responding to live chats
  • Resolve customer problems swiftly and efficiently and reporting technical issues to our product team
  • Train remote support staff to ensure consistent customer support
  • Create training videos for both internal and external use
  • Support the sales team by making check-in calls to trial users and managing Hubspot deals
  • Assist the customer success team with analysing product usage and other tasks

What will be your responsibilities?

  • You will be one of the first points of contact for our customers, answering calls and responding to live chats
  • Resolve customer problems swiftly and efficiently and reporting technical issues to our product team
  • Train remote support staff to ensure consistent customer support
  • Create training videos for both internal and external use
  • Support the sales team by making check-in calls to trial users and managing Hubspot deals
  • Assist the customer success team with analysing product usage and other tasks

What experience do you need?

If you're driven and capable, there's no strict requirement for years of experience. However, a few years of experience in a similar role or in the construction industry would certainly be beneficial.

Essential skills:

  • Solid technical skills and the willingness to learn new tools
  • Comfortable answering calls and engaging with customers
  • The ability to solve problems efficiently
  • An interest in setting up automations, especially using AI
  • Active participant in an ambitions team

PS We know the 'perfect' candidate doesn't really exist. If you believe you can contribute to our team in a unique way, even if you don't exactly match what's described above, please reach out. We're keen to hear from you

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