Junior Customer Support Specialist

**ABOUT US**

Total Synergy creates project management software for people who design and make our built environment for the AEC (architects, engineers, construction designers). Our mission is to give our users #moretimefordesign through our product. We have been making software for our customers since 1999 — which is now a pure cloud SaaS product built on Microsoft Azure cloud technologies. We're currently the preferred software for AEC industry in Australia with over 15,000 users in our community. We have been growing that community globally, and have an office and teammates in Sydney, Melbourne, Brisbane, Christchurch as well as the UK with customers on five continents.

**ABOUT THE ROLE**

The Customer Support team at Total Synergy are a highly valued team, we're a selling point when Sales do a Demo, Marketing have blogged about us, we've consistently had a 95%+ CSAT Score, most importantly our customers love us, and we're looking for our next up and coming support champion.

As a Junior Customer Support Specialist, you'll play a vital role in ensuring our customers always leave a conversation feeling heard and supported. You'll use your exceptional written communication and customer service skills to provide timely responses to technical questions, as well as provide knowledge and education around how to use Synergy, and ultimately make sure that the customer has the amazing experience they've grown to know and love.

**Responsibilities**:

- Utilising Intercom, you will provide technical support and education of Synergy to end users via chat.
- Document and track support incidents and resolutions.
- Managing a queue of support conversation requests through Intercom within a set median handling time.
- Escalate complex technical issues to appropriate internal teams for resolution, liaising with the Customer Success, Product, and Development teams.
- Follow up with customers to ensure their issues have been addressed satisfactorily and we have delivered best outcome for the customer.
- Identify recurring customer issues or pain points and recommend improvements to enhance customer satisfaction.
- Collaborate with cross-functional teams, including product development and sales, to address customer feedback and escalate issues.
- Assist in creating and maintaining documentation, FAQs, and knowledge base articles for customer self-service.
- Participate in training sessions to enhance product knowledge and customer service skills.

**ABOUT YOU**

To be set up for success in this role you will possess:

- 1+ year experience in a customer service and/or operational environment that is fast-paced and moderately technical.
- Initiative and tenacity - Our product is complex, so having the skills to ramp up quickly is a critical component to this role.
- Understanding of the project management life-cycle.
- Problem-solving abilities and a proactive approach to addressing client needs and challenges.
- Accountability and ability to work within SLA's and take ownership of issues.
- Experience with customer service platforms with a chat feature, such as Intercom highly desirable.
- Self-motived, flexible, and adaptable.
- Exceptional written communication skills.
- Ability to communicate and work with a hybrid/remote team.

**Total Synergy** is a group of people-centred by a great subculture. We have meaningful values, a hardworking and supportive team, and a vision that is focused on growing our community of users around the world.

We are a jeans and t-shirt company, family-friendly, transparent and open, generally quite nerdy, and supportive of each other. We value diversity of perspective and seek to build an inclusive workplace that welcomes people from all backgrounds.

**You will get feedback if you are not progressing but if you are, this is the process to expect**:
In the first instance you will speak to our People and Culture team virtually using teams for your 'first interview'.

Meet with our Customer Success (Support) Team lead virtually via teams as they are based in Melbourne.

Team - get to know your potential future colleagues across sales and customer ops.

Chat with the LT team while we finalise the agreement.

**FINAL OFFICIAL BITS**

To apply, you must currently possess the right to work in Australia.

This can be hybrid if based out of Sydney if not remote if based in Melbourne.

We have people in Customer Operations working across Sydney (HQ), Melbourne, Brisbane, Christchurch & London.
- Some key word tips to make sure your experience aligns: _SaaS, Customer Service_, Software, Communication_