Customer Support Agent

7 days ago

Melbourne, Australia ReadyTech Full time

Position description Apply now Share

Making a meaningful difference with mission-critical software that empowers communities to thrive.

ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop and deliver technology to solve our customer’s diverse problems – supporting multiple businesses across a variety of markets to be ready for anything. 

We’re an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers.  So, what does this mean for you? It means we can offer you an experience that will push you to be your best, provide career-building challenges, and that will offer you numerous growth opportunities that can’t be found in any other company.

It’s an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star – the communities we serve, and society at large.

We’re looking for a Customer Support Agent to join our Workforce Solutions team and empower our customers to competently and confidently use our products and services, growing our reputation and customer advocacy with each interaction.

The Customer Support Agent is responsible for delivering engaging and effective customer service via phone and/or email, with a view to continuous improvement of our Customer Support OKR scores.  The team provides a 1st class customer experience for our Payroll and HRIS customers that makes us stand out from our competitors and ensures our customers love us as much as we love them.

You will get to: 

  • Understand the team / individual KPIs and how they directly impact the Customer Support OKRs
  • Take ownership of assigned KPIs ensuring everything possible is being done to achieve these, advising their Team Leadeer if support or training is required
  • Respond to customer emails/phone calls / live chat in a professional, respectful, and empathetic manner to get their issue resolved as quickly and as accurately as possible (meeting SLAs always)
  • Troubleshoot issues as the first point of contact, identify root causes and attempt to resolve cases independently wherever possible. Ensuring communications back to customers are clear and precise.
  • Provide regular and timely updates to customers in accordance with SLAs on any cases that require escalation and additional internal support
  • Take ownership of issues right through to resolution with the customer and ensure the outcome is immediately communicated back to the customer
  • Provide accurate, relevant and helpful customer feedback to the product team when requested
  • Review caseload and customer feedback periodically with the Team leader to identify and act on opportunities for improvement

More about you:

  • You have exceptional interpersonal skills and are someone who is customer-focused and a natural problem-solver
  • You have solid written and verbal communication skills and can work with individuals across all business areas to achieve joint outcomes
  • You have excellent organisation and time management skills
  • You’re a self-starter- you’re able to quickly identify the priorities and drive towards delivering tangible outcomes

You have knowledge and experience in the following areas:

  • Payroll and/or HRIS
  • Salesforce.com
  • Payroll knowledge would be advantageous (Australian and New Zealand)
  • MS Office including Excel and Word
  • Customer service experience
  • Experience working for a payroll or SaaS provider
  • Zambion/HR3 knowledge would be highly advantageous

Why you should become a Readytecher: 

  • A day off for your birthday- hip hip hooray
  • Additional 4 days of leave each year
  • ReadyTecher Awards each quarter with the chance to win flights and accommodation to Hamilton Island
  • Hybrid work, with in-house baristas in Australia via the Ready Beans team
  • Access to Sonder- a technology-driven platform supported by safety, medical and mental health experts - available 24/7
  • Paid parental leave
  • Additional paid leave for miscarriage, endometriosis and menopause
  • Volunteer leave
  • Flu vaccinations
  • And plenty of ReadyTech merch drops along the way

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong. 

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check. Should you have any questions or concerns regarding these requirements, please feel free to contact us.

So, if you are ready for anything, please apply today. Please note that if your application is progressed to the next stage, we will send you some testing to complete as part of your application as we have found this helps us to quickly identify potential ReadyTechers

Position description Apply now Share

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