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Form of workAbout us
aXcelerate, a leading SaaS provider that powers millions of learners' course and competency records throughout Australia, has been recognized as a Great Place to Work®. This recognition is based on employee feedback, and it means that aXcelerate is a company where employees feel valued, respected, and supported.
aXcelerate is seeking a Customer Support Representative to join our growing team. As part of the Customer Support team, you will be the face of the company to our clients, playing an integral role in ensuring they get the best out of our platform and assisting them with any queries and technical issues they may have. With excellent training and development opportunities, we'll empower you to become a product expert and contribute to our extensive knowledge base.
This role is an ideal next step for someone with extensive customer service experience, but wanting to get into the tech industry and grow their career.
We offer opportunities for advancement based on individual and team performance. If you are successful in this role, you may have the opportunity to move into a more senior Customer Support role, a technical support role, or other similar customer-focused positions.
The Role
- Provide support to our customers by answering queries regarding our software via Zendesk or phone communication platforms
- Manage and resolve customer inquiries and escalate where required
- Complete tasks within identified service standards
- Keep records of customer interactions, transactions, comments, escalations, and actions taken
- Deliver high-quality customer service and professional communication
- Build strong relationships to drive high levels of customer retention
About You
- Motivated to work within an exciting SaaS space with a passion for customer service
- Able to acquire knowledge of software systems and support processes
- Effective interpersonal, verbal, and written communication skills
- What we offer
- A vibrant, supportive and team-oriented culture, with regular team activities and social events
- A focus on professional development, with internal and external training and a personal $2000 professional development budget each year.
- Access for you and your family to an Employee Assistance Program and resources
- Opportunities for career advancement, we nurture our talent and provide career pathways across the business.
We’re committed to promoting workplace diversity and encouraging people from all backgrounds to apply. We're looking for people who identify with our values, H.E.A.R.T.: Honesty, Empathy, Acceptance, Respect, and Trust, whilst also bringing their own individual perspectives on your work.
