You’ll be a part of a small however extremely high-performing international staff providing assist to our B2B shoppers throughout two merchandise (Award Pressure and Good Grants). You’ll talk with colleagues and shoppers throughout international locations, cultures and time zones each day.
Our help is throughout e mail tickets, cellphone, dwell chat and 1-1 Zoom calls. As soon as skilled, you’ll take up onboarding and run consumer conferences to assist with concern decision, finest practices and product adoption.
You’ll take a look at and report bugs, put forth thought of suggestions to product groups; at all times looking for to enhance our merchandise.
We play startup from time to time—new instruments applied as experiments and our processes are at all times evolving. You’ll be a part of this too. You probably have an ideal concept, let’s check it out! We’re not large on paperwork, solely outcomes. We don’t anticipate you to be a slave to your chair, however you have to to be versatile.
- You’re positioned wherever within the APAC area (Australia / New Zealand or AEST +/-2 timezones)
- If not in Australia, you’ll be able to work as an unbiased contractor, accountable for your individual insurance coverage necessities, tax and 401k contributions
- Native English speaker (or 100% fluent), bi-lingual is a bonus!
- You have got a pure aptitude with expertise, expertise with SaaS and are capable of study (and use) new techniques shortly
- Phrases like HTML, CSS, JS, API, Integrations, Dev console, staging & manufacturing environments, GitHub repo, database queries and so on will not be alien to you. You needn’t know the right way to work them however you have to know about them (properly sufficient)
- You have got improbable interpersonal expertise and are a superb communicator, verbal and written
- You’re keen on to speak to shoppers. 4-five conferences a day solely makes you extra energetic!
- You’re keen on fixing issues and serving to others resolve theirs
- You write in properly constructed sentences and take note of element
- You’re curious, and love studying
- You aren’t shy to upsell or reply “sales-y” questions
- You’re tremendous organised and course of oriented. You might be snug utilizing a number of software program for numerous features of the position. We’ve got a course of for all the things!
- You have got the flexibility to speak advanced points in plain language
- You possibly can work independently, are self-motivated, however get pleasure from being a part of a staff
- Working remotely fits you completely, your pure work ethic makes you a excessive performer!
- You might be versatile to attend staff conferences exterior of regular working hours on scheduled days
- You have got entry to quick, dependable web and a devoted house to work with out distractions
Product help
- Self-driven studying to grow to be a product knowledgeable
- Be the primary port of name on all inbound help queries by way of e mail/tickets, cellphone and (later) chat
- Run 1-1 Zoom calls with shoppers to assist resolve queries and supply technical session
- Present technically correct responses after rigorously testing mandatory situations
- Work with the engineering staff to resolve bugs and observe by way of with updates
Be superb with shoppers
- Reply shortly (we’re large on velocity)
- In a position to actually hearken to folks, get to the guts of the problem and see it by way of to decision
- Convey appreciation and respect to our shoppers always
- Attempt to construct trusting relationships primarily based on honesty and transparency
- With an purpose of 100% retention, proactively attain out to counsel enhancements