AddressA bit about us ✌️
VendorPanel provides an award-winning technology platform used by medium and large corporate organisations as well as local and state government. Our clients are in Australia, Canada New Zealand, and the US. We manage billions of dollars in procurement spend and provide corporate and government buyers with a better way to do business with suppliers. It helps them simplify procurement, reduce risk and drive savings, while also leveraging procurement spend to drive positive social and economic impacts. [DB1] [DB2] We are a people-centric, carbon-neutral business. We offer a flexible (family-friendly) work environment and the opportunity to take your career to the next level🚀
The Senior Customer Support Specialist is responsible for providing exceptional support so our users can get the most out of their VendorPanel products for the benefit of their role and their organisation. Senior support will be point of escalation for complex queries from team members, helping and assisting them in understanding how to manage complex issues themselves.
This role is crucial to ensuring that VendorPanel meets our contractual obligations with our customers as well as guaranteeing that platform products and features are set up or configured in a timely and accurate manner.
In addition to this, a proportion of this role will also be tasked with providing training to our new hires.
As part of the role, you will:
- Work with the Support Team Leader to manage daily and forecast weekly front and back-office activity.
- Provide technical support (omni channel) and use exceptional customer service skills to ensure users' enquiries are responded to and actioned in a timely manner and to a high standard.
- Investigate user raised technical issues, work to understand if it is system or users related and work to solve the issue efficiently for the user.
- Provide training to new hires.
- Escalate and raise bugs, liaise with engineering team and help fix client’s platform(technical) issues.
- Work with other team members to assist in areas such as pre-sales support, new customer setup and configuration and system testing.
- Compile basic reporting for the use of internal and external stakeholders.
- Provide platform support for our Customer Success, Sales, and Account Management teams.
- Help lead and motivate the wider support team to ensure the delivery of a quality service experience.
To be successful in this role, you must be/have:
- 3+ years demonstrated experience or a Diploma in a relevant field.
- Customer support / help desk experience required.
- Experience in SaaS based platform.
- Experience with planning tools (e.g. Wrike, Trello Monday) and Customer Support systems (e.g. Zendesk, FreshDesk, HubSpot)
- Customer and stakeholder centric
- An aptitude for quickly learning systems and new processes.
- Exceptional time management and planning skills.
- A balanced approach to the delivery of work between quality and quantity within timeframes.
- A strong communicator.
- An eye for detail.
- Strong interpersonal skills dealing with all levels of an organisation.
- The ability to quickly pivot and acclimate to new priorities and focuses. We need this person to just get things done.
We are proud of the culture we have and continue to build and we expect our team to reflect our company values with professional integrity, diversity of thought, experience, and skills. Ask yourself, “Do I want to love what I do? Do I care about making a difference? Do I strive for excellence in all aspects of my life? Do I question things? Am I open to feedback? Do I tell it like it is, without the spin? Do I use my initiative and do what it takes to get things done?” If you answered yes to these questions, then we could be for you! We are a team of passionate and enthusiastic people, If you feel you have what it takes to be part of the team, please apply now! 🎉
Summary of role requirements:
- Flexible hours available
- 2-3 years of relevant work experience required for this role
- Working rights required for this role
- Expected start date for role: 01 July 2024
- Expected salary: $70,000 - $75,000 per year
