Client Experience and Support Representative

4 days ago

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

About Smokeball

With offices in Australia, the US, and the UK, Smokeball is the leading provider of legal practice management software helping small and mid-sized legal practices run their best firm and live their best life. We're passionate about what we do, and our clients know it

Not to brag, but we have been awarded the best place to work in Australia by Wrk+ and once again, we have been certified as a "Great Place to Work". Culture plays a big part in our success, and our clear purpose and vision motivate us daily.

Role Overview

Our Client Experience team are the friendly voices and inbox heroes behind Smokeball's "Legendary Service" They're speaking with clients daily, whether it's a quick call or a helpful email, making sure everyone gets the absolute most out of Smokeball. From tech support to customer love, they've got it all covered, working hand-in-hand with our awesome Sales, Marketing, Onboarding, and Training teams. We are a dynamic and fast-paced environment where we are growing the size of our Client Experience team and are excited about the opportunities to innovate even further.

Key Responsibilities

  • Providing front line technical support via telephone, email and live remote sessions to small - medium law firms
  • Servicing tickets from end-to-end, following all processes and escalating as required with sufficient information
  • Owning internal and external communication relating to open tickets
  • Confidently engaging, collaborating and communicating with other business stakeholders
  • Capturing customer pain points and advocating for clients by surfacing customer insights, product issues and enhancements to improve the Client Experience

Key Strengths

  • Technically Savvy - Experience in a support or help desk environment supporting SaaS solutions
  • Communication – Communicate clearly to convey information effectively to our clients and assist in troubleshooting
  • Client Obsessed - Passionate for delivering exceptional customer service

What's in it for you?

Competitive Salary

Regular bonuses

Awesome off-sites and parties

Well-being allowance

Paid Parental Leave

Office lunches and loads of snacks

And of SWAG

* Smokeball is an equal opportunity employer and is committed to providing an open, welcoming environment for everyone. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Don't meet all the criteria? No worries If our values resonate with your personal values and you think you got what it takes, we'd love to hear from you

Please note: This role is only open to Australian residents. Unfortunately, we are not able to offer sponsorship currently.

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