Customer Support Specialist

Join a stable & growing software company! Provide technical and Customer Support on a range on queries and develop your career!

MAYDAY is proud to partner with a leading SaaS provider in the construction and building operations sector. We are looking for a Customer Support Specialist to join a team in a time of growth!

Our client provides a global collaboration SaaS platform that is simplifying multiple processes within the construction industry. With over 50,000 customers worldwide and no direct competitors, it's the perfect time to join this business as it continues to go from strength to strength.
What's in it for you?

• A team and training process that will set you up for success!
• $65,000 - $70,000 plus super
• Based in Melbourne with WFH/hybrid work flexibility
• Additional opportunities to work remotely from Sydney
• Monday to Friday between 9am – 7pm. Rotating rosters between 9am – 5pm or 11am – 7pm
• Supportive and collaborative team culture
• Excellent career progression opportunities within a rapidly growing team and business!
• A thorough training process on their market leading product, so you will be confident to asset customers with a range of queries
• Great benefits such as birthday leave, anniversary rewards, paid parental leave etc

What will your day look like?

• Monitor the support queues and uphold service levels for both responding to and closing requests
• Triage incoming request and prioritise urgent matters
• Provide support via an online chat, phone calls and emails
• Own cases from beginning to end and update relevant stakeholders throughout the process
• Deal with multiple customer queries simultaneously
• Adjust your conversational style to deal with a range of customer backgrounds one minute you could be dealing with a c-suite executive and the next a trades person
• Contribute towards to the development and upkeep of the customer knowledge base

The ideal candidate will possess the following skills and attributes

• The ideal candidate will have a blend of Customer Service/Contact Centre experience along with managing technical/software queries
• Exposure to helpdesk or ticketing triage
• A keen sense of playing and winning together as a team
• Drive and motivation to provide excellent and keep wait times within SLAs
• An ability to prioritise effectively, multi-task and remain organised

If you are driven, motivated and confident with the above skills and attributes we would love to hear from you!
Please apply now if this sounds like you!