Customer Success Specialist – Software Support, Training & Onboarding

WorkBuddy is a fast-growing provider of SaaS job management and field service solutions to medium-large sized trade, installation, maintenance and service businesses. 

Our head office is in Sydney with a small dedicated team working across multiple countries, servicing our loyal customers across Australia, New Zealand and the UK.

Are you passionate about customer service and looking to get into the tech industry and work with our customers to help them streamline their processes and grow their business.

We’re seeking an enthusiastic individual to join our Customer Success Team and to be at the forefront of our customer interactions, providing top-notch support, assistance and training. 

Your main responsibilities will be:

• Manage a high volume of software related support tickets in an online support system. (phone & email)
• Undertake activities to problem solve and understand customer system related questions.
• Provide clear responses and expert advice to support requests whilst maintaining high standards of support.
• Investigate and undertake testing where required, and/or liaise internally with product specialists to find solutions for our customers.
• Follow issues through to resolution and go over and above when providing guidance and solutions to our customers.
• Facilitate product training (online via Microsoft Teams or occasionally face to face).
• Help improve knowledgebase articles and help write knowledgebase articles for new modules/features.
• Record short Loom videos to support knowledgebase or to help customers with specific business requirements.
• Help with onboarding new customers.

You’ll be working within as small team and have the chance to learn and grow in a dynamic environment.

This role is ideal for a person with an interest in problem solving, a passion for delivering exceptional customer service and ideally some exposure to or experience in the tech space or trade/construction industry.

We’re looking for an individuals who:

• Have a positive and proactive attitude.
• Thrive in a fast-paced environment.
• Have excellent written and verbal communication skills.
• Have great time management and organisational skills. 
• Have customer service or customer support experience.
• Have experience with Outlook, Word and Excel.
• Have experience with CRM or Ticketing software such as Salesforce, Zendesk, Zoho Desk or similar. (desirable)

The ideal candidate will have the following competencies:

• Problem Solving – the ability to listen to customers and patiently troubleshoot support challenges.
• Adaptability - The ability to balance competing priorities and multiple projects in a fast-paced environment.
• Positive Interactions – You have a positive attitude with strong interpersonal, verbal, and free written communication skills.
• Collaboration – the ability to work with colleagues to meet customer needs.
• Impact – provide excellent customer service with the ability to satisfactorily resolve customer issues.
• Initiative – you are driven, self-motivated and able to work autonomously.
• Customer Focused – a willingness to go over and above to amaze our customers is a must.

The following will be highly regarded, but not required:

• Experience in construction, trade or property maintenance.
• Experience in SaaS Software Support.

For more information on this opportunity or to apply for this position, please contact us on 02 8002 9*** or **@workbuddy.com