Customer Support Agent (Wfh)

Our Customers Need You!

Power Diary, the complete practice management system, is looking for a new Customer Support Agent to join our remote Customer Success Team in Australia. 

We are an ever-expanding team of people working remotely across the globe, including cities all across Australia, Europe, South Asia and beyond all unified under one vision: to provide health practitioners with the ultimate practice management software that makes running a health practice easier, simpler and more rewarding. Our overriding goal is to create empowered and powerful health practices that benefit the practice owners, their teams, and their communities. We are self funded and growing faster than ever. If you are a go-getter with a passion for helping others and are looking to join a team that is passionate about helping health care providers do what they do best we want to hear from you! 

Our Customer Support Agents focus on the following:

• Helping our existing customers get the absolute most out of Power Diary
• Assisting new customers to get up and running on Power Diary
• Looking for opportunities to deepen customers’ use of Power Diary’s features
• Thinking broadly and creatively about each customer’s journey and needs, and helping meet these needs through providing excellent support and service
• Being ‘the voice’ of the customer by listening to customer suggestions and requests, and feeding this into our product development cycle

As a Customer Support Agent you will:

• Provide support to health practitioners and admin staff through email, live chat, over the phone and video conferencing
• Understand and triage incoming support requests and ensure they’re assigned to the right team
• Work closely with our Engineering and Product Teams to help make Power Diary the best it can be, by reporting any bugs and recording user feedback
• Write, refine and create support documentation for our users

About you:

Just like the others on our Customer Success Team, you’re empathetic, highly inquisitive, and most importantly: a people person. Whether you’re chatting over the phone, in person or via social media you simply love interacting with others. While you might have some experience providing technical support or some understanding of software, it isn’t required as long as you have a genuine and real passion for helping people and working with great software. You’re a keen writer with an attention to detail and an ability to think critically and solve complex problems, all while communicating in simple and succinct language. Whether you’ve tinkered with computers since a young age, have a keen interest in the internet or video games or have an academic background in Computer Systems, you know your way around a computer and browsers. 

• Experience providing software support (strongly desired, but not critical)
• Well-developed customer service skills
• Strong and well developed computer literacy
• A natural curiosity and aptitude to solve problems
• A motivated, energetic and goal-driven approach to work
• Naturally friendly and approachable
• Strong written and verbal communication skills
• The ability to work remotely. Remote work might sound attractive but it’s not for everyone

Things to know about us and this role:

We are a passionate, collaborative and driven team where everyone works together to make Power Diary the best it can be. We are motivated by building something that makes a difference in the world. Great Practice Management Software not only makes it easier for practice owners to operate more efficiently and effectively but also results in better healthcare for the community.

Whilst we are a well-established company, we have a startup mindset. We are not big on formality but are big on results and outcomes. 

This is a work from home position, so you can live anywhere in Australia and will work approximately business hours. However, you’ll be expected to demonstrate flexibility as required to meet customer needs, participate in orientation and training activities, meetings, and also occasionally provide support in other timezones to cover leave periods.

You will join our existing Australian team and report to our Customer Support Team Leader who is based in Australia. We live on Slack, so you’ll use this a lot. You’ll also have regular calls with your manager and day-to-day contact with your team. 

Remuneration:

Remuneration will be negotiated based on experience but the following is an indicative guide: $50,000 - $55,000 PA