Product Support Specialist
vor 4 Wochen
This is a Product Support Specialist role with one of the leading companies in AU right now 🔥 -- Culture Amp -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.
More About the Role at Culture Amp 🧐🧐
**How you can help make a better world of work** Culture Amp is looking for a Product Support Specialist to join our Melbourne-based team for coverage of the Australian Eastern Timezone. As part of one global team, our Product Support Specialists play a critical role in supporting all customers in their use of Culture Amp and deliver a personalised, Culture First experience to those users in their time of need. In this role, you will apply your experience in customer support/service, technical know-how, and curiosity to guide customers on the use of the Culture Amp platform and step in to investigate instances of unexpected behaviour. As part of this team of amazing humans, _You will_ - Serve as the first point of contact for our customers around the world that reach out to us via our support channels (email, chat, video conference) - Answer all questions related to the Culture Amp platform and escalate when necessary - we receive around 4,000 emails and 4,000 chats per month - you’ll be busy - Educate and empower our customers to be better Culture Amp users and become People Geeks - Serve as an internal resource for all departments and help them be successful - this might look like responding to “quick questions” in Slack or even joining a virtual meeting to serve as the product expert - Be responsible for ensuring that customer data is handled securely - we are gatekeepers and manage internal requests for access to accounts by other team members at Culture Amp. - Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers’ challenges - Partner with the Customer Organisation across multiple time zones (we are a globally distributed team) to continuously improve our customer experience as our customer base grows _You have_ Soft Skills - You enjoy interacting with people and building relationships with customers - You are able to empathise with customers in a genuine way that lets them know you care about their issues - You have the ability to explain technical issues in simple terms - You know when to ask open-ended questions vs. close-ended questions to best understand an issue - You are professionally self-directed and self-motivated - You are naturally curious and love to learn. The more technical the better Experience - You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer-facing role - You have ideally used help desk systems (Intercom, Zendesk, Freshdesk, Help Scout, etc.) as your primary tool in previous roles - You are no stranger to helping multiple customers at once in a high-velocity service environment. - You have a technical understanding of how Email, Single Sign-On, and SFTP work (not necessary but comes in handy) We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are: - Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success - Programs, coaching, and budgets to help you thrive personally and professionally - Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people - Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work - Team budgets dedicated to team building activities and connection - Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time - Extended year-end breaks: An extended refresh period at the end of year - Excellent parental leave and in work support program available from day 1 of joining Culture Amp - 5 Social Impact Days a year to make a positive impact on the community outside of work - MacBooks for you to do your best & a work from home office budget to spend on setting up your home office - Medical insurance coverage for you and your family (Available for US & UK only)
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