Remote SaaS Support Specialist

Logo of AlayaCare

AlayaCare

📍Remote - Australia

Job highlights

Summary

Join AlayaCare's Customer Experience team as a Support Specialist and make a positive impact with our customers daily.

Requirements

  • A minimum of 2 years of experience in software support
  • Intermediate knowledge and working experience with the following applications or similar: Microsoft Office, Zendesk, JIRA, Slack, Video Conferencing Platforms (e.g. Zoom)
  • Advanced level of customer focus – builds and maintains relationships with customers, understands and meets their needs and expectation
  • Intermediate level of accountability – works to SLAs, self-motivates and plans work, takes ownership and communicates any issues to Manager
  • Intermediate level of analytical skills & problem-solving – reviews issue or problem and can identify potential causes and solutions, drawing on on their own knowledge and experience to ask the right questions to get to a solution quickly
  • Intermediate interpersonal skills – builds and maintains relationships, can work collaboratively and confidently with both internal and external stakeholders, often online
  • Intermediate communication skills - ability to communicate clearly and concisely in plain English, verbally and in writing – you don’t shy away from challenging situations or difficult conversations, speaks and writes business English at a high level
  • Intermediate level of self-development – actively learns and shows commitment to improving skills and knowledge particularly as it relates to product and industry knowledge

Responsibilities

  • Managing a queue of requests through Zendesk, including troubleshooting and solving complex customer requests
  • Connecting with customers over the phone (Zoom meeting as required) to discuss and troubleshoot concerns or questions they have regarding the platform
  • Providing guidance to customers on configuration and process questions which aligns with our best practices
  • Monitoring customer escalations and health, including at times meeting with cross-functional internal teams or key stakeholders from the organization to resolve ongoing issues
  • Liaising with the Customer Success, CRM’s, Product, QA, and Engineering Teams throughout the support process
  • Keeping up to date with product knowplatform.d industry/legislative changes
  • Provide inputs that will be used to inform the product development and improvement priorities
  • Being a part of the support rotation for “After Hours On Call”, “Triage” “Release Jockey”, “Incident Manager” and “Shift/Public Holiday Coverage”
  • Providing recommendations to improve our customers’ experience and overall health including recommendations for customer training
  • Writing Zendesk guides and tips where relevant

Benefits

  • Competitive salary package including generous company stock for all employees
  • Flexible hybrid work (from our offices, from home)
  • 5 wellness days off per year to relax and promote mental health
  • Up to 90 days per year working from anywhere in the world
  • Flexible benefits bonus package of $1250 per year

Share this job:

Disclaimer: Please check that the job is real before you apply. Applying might take you to another website that we don't own. Please be aware that any actions taken during the application process are solely your responsibility, and we bear no responsibility for any outcomes.
Please let AlayaCare know you found this job on JobsCollider. Thanks! 🙏