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Award Force Product Support Jedi, Australia

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Headquarters: Sydney
URL: https://www.awardforce.com

Awesome opportunity to join a fast-growth global startup with a great product! Flexibility to work remotely with a friendly team.

Award Force (www.awardforce.com) is a fast-growing Australian SaaS company with a great product, with a global presence. We are looking for an entry level support person who can provide fast, technically accurate and friendly support to our Australian and APAC client base.

Your role

Based anywhere in Australia, you will communicate with colleagues and clients alike across countries, cultures and time zones on a daily basis. You’ll love this role if you’re self-motivated, genuinely enjoy helping people and solving problems. Lots of energy, confidence with technology and a sense of humour are a must!

We play startup every now and then — new tools implemented as experiments and our processes are always evolving. You’ll be part of this too. If you have a great idea, let’s test it out! We’re not big on bureaucracy, only results. We don’t expect you to be a slave to your chair, but you will need to be flexible.

Responsibilities

Product support

Be the first port of call on all inbound support queries via email/tickets, phone and (later), chat. You’ll be responsible for 100% resolution of 1st level support issues
Adhere to our consistent (and impressive!) first-time-reply metric
Provide technically accurate responses after carefully testing necessary scenarios
Write support articles for the knowledge base on a regular basis
Work with the engineering team to resolve bugs and follow through with updates

Be amazing with clients

Respond quickly
Able to really listen to people, get to the heart of the issue and see it through to resolution
Convey appreciation and respect to our clients at all times
Strive to build trusting relationships based on honesty and transparency

Contribute to continuous improvement

Identify and report common user issues for product improvement
Identify and fill gaps in support documentation
Be on the lookout for anything that can be better

Essentials

You’re located anywhere in Australia
Native English speaker (or 100% fluent), bi-lingual is a bonus!
You are a fast learner and demonstrate highest levels of transparency and work ethics
You love solving problems and helping others solve theirs
You have a natural aptitude with technology, experience with SaaS and are able to learn (and use) new systems quickly
You’re curious, and love learning. If you don’t know something, you speak up, and if you have an idea for improvement you can’t keep quiet!
You’re super organised and process oriented
You have fantastic interpersonal skills and are an excellent communicator, verbal and written. You are not hesitant to jump on a call with a client if need be
You have the ability to communicate complex issues in plain language
You’re calm in high pressure situations
You can work independently, are self-motivated, but enjoy being part of a team
You write in well constructed sentences and pay attention to detail
You believe creating and maintaining a great culture in a remote environment is everyone's responsibility
Working remotely suits you perfectly, your natural work ethic and passion for helping people will keep you motivated!
You will be flexible to attend meetings outside of usual working hours on scheduled days
You have access to fast, reliable internet and a dedicated space to work without distractions

What we offer

Full-time role, based remotely, work from anywhere with AEST crossover
Competitive salary
Friendly, sociable, mature, responsible team
Lots of training and excellent internal support
The opportunity to learn new skills and develop professionally - we encourage side-projects!
Your birthday is a holiday every year
20 days annual leave
38-hour working week, Monday - Friday (your weekends are yours!)
A budget for computer equipment (pending 3 month probationary period)

How to apply

Submission is via the Award Force system only, the application will take you about 15-20 minutes and applications outside the system will not be considered.

Ready? Here you go… https://careers.awardsplatform.com

Award Force is an equal opportunity employer. We are a growing business made up of like-minded, mature individuals who celebrate diversity, work in a discrimination free environment, value continuous improvement and support environmental initiatives.

To apply: https://careers.awardsplatform.com

Posted Award Force Product Support Jedi, Australia on July 17, 2019 via