Customer Support Specialist

Company Overview
Founded in 2011, Digistorm develops software, apps, and websites for schools and was the first to create a school app in Australia! As a mid-size ed-tech business, we specialise in the education industry for K-12 schools across the world, with a huge focus on the USA (where our new parent company, Veracross, is headquartered!).
We take a collaborative approach to everything we do, encouraging each other to share knowledge and learn from the skills of those in our team. We're continually improving our processes and techniques, and we encourage everyone to chip in with new ideas that can make us better at what we do. Whenever we make technical decisions, we ask ourselves, "How will this affect the customer?"
Role Summary
As one of the first points of contact for clients, our Customer Support Specialists need to provide outstanding service, ensuring the highest possible customer satisfaction and relationships built on consistent service quality and trust. This includes resolving or triaging customer queries or complaints via Intercom, email, phone or Zoom.
To be successful in this role, you’ll need to have an enthusiasm for everything that’s important to our clients. This means being tech savvy, analytical, solution-focused and committed to flawless communication.
As a hybrid position, you’ll have access to our dreamy Gold Coast office, while also having flexible options to work from home (though there will be an initial work-from-office period expected during your onboarding).
Job Responsibilities

• Interact directly with customers via ticketing, chat, or phone, delivering great customer service by demonstrating technical and subject matter expertise
• Manage and prioritise multiple open cases at one time
• Ask customers targeted questions to quickly understand and diagnose the root of a problem
• Analyse customer requests, replicating, researching, and resolving technical problems and questions and guiding the client to our Support Hub or Digistorm University solutions whenever possible
• Provide prompt and accurate responses to clients, tracking cases through resolution within company SLA guidelines
• Collaborate with other Support Specialists and Level 2 support teams to escalate issues that cannot be resolved on own
• Identify, update, and maintain internal and external knowledge bases in order to improve support documentation deficiencies
• Identify and log system bugs for the product team
• Over time, gain a detailed understanding of Digistorm’s three core products and how they are used by schools
• Communicate and collaborate with internal teams, escalating technical issues via internal processes when unable to resolve

Requirements
Essential:

• Bachelor’s Degree or equivalent time in a customer service/technical support role
• 0-2 years experience working in Customer Support in the software industry with SaaS experience preferred
• Direct experience in technical support troubleshooting or consulting with demonstrated high customer satisfaction.
• Direct experience engaging with customers through remote work technologies including meeting applications, screen sharing, etc.
• Demonstrated excellence in written and verbal English communication skills, with an ability to communicate technical details to people with a varying range of technical abilities
• Ability to prioritise amongst tasks, and various channels of incoming work, remaining solution-focused and proactive even when under pressure
• Strong organisational and time management skills with an ability to work autonomously and meet deadlines
• Passionate about learning new software, able to build, retain, and apply knowledge across a variety of product areas
• A team player that’s self-motivated, willing to learn and take ownership of own development
• Demonstrated ability to operate independently with minimal guidance while performing your duties
• Experience working within a collaborative team environment and contributing to positive company culture

Desirable:

• Technical and/or school-use knowledge of either Digistorm products, or other SaaS products used by K-12 schools
• Industry knowledge of the K-12 private school sector and other education
• Experience documenting generalised technical solutions for customer consumption via a knowledge base
• Experience working within a collaborative team environment and contributing to positive company culture
• Self-awareness