Commerce7 Customer Support Specialist - Australia
Work from home - Australia
Working hours: Wednesday - Sunday 9am - 5pm AEST
Are you driven to empower others to succeed? Love sharing and guiding people through a great product? Interested in joining a rapidly growing tech company? We’d love to hear from you!
As a Customer Support Specialist, you’ll be empowering and supporting customers with the knowledge and best practices they need to grow their business. You’ll answer questions, solve problems, and help guide our clients by communicating through our ticketing system and occasional screen share calls. You’ll become an expert at using our platform and will be instrumental in the success of our clients.
In this role, you will drive the success of our new Australia and New Zealand clients, while also supporting all clients in the region once they have launched on Commerce7.
Primary Responsibilities:
In this role you will:
- Answer support tickets and/or chats through Hubspot and ensure customer questions and problems are addressed efficiently and effectively.
- Educate our clients on best practices to help them grow their business and be successful.
- Identify, reproduce, and document bugs for the development team to address.
- Assist the team with keeping our AI chatbot updated so it continues to improve responses, reducing the need for human support
- Facilitate video conference calls when necessary, to discuss and walk through customer setup questions or a complicated customer issue
- Work closely with our development team to understand, document, and effectively communicate new features and updates to our customers.
- Liaise with our development team on making continuous improvements to the platform UI, making it simpler for our clients to use.
Primary Qualifications:
To be successful in this role, you must:
- At least 1 year previous experience in a client-facing support, customer onboarding, account management or customer success role.
- Comfortable working remotely, independently and asynchronously within a global team.
- Have excellent written and verbal communication skills so you can clearly explain solutions to customers and issues to the development team.
- Be an independent problem solver. You do not give up when you don’t know the answer immediately and are able to work through problems creatively.
- Collaborative and self-aware, with the judgment to involve senior team members when appropriate and the confidence to seek support when needed.
- Technically proficient and continuously deepening your understanding of the platform.
- Have a strong positive attitude and perform well under pressure.
- Demonstrate the ability to confidently support a wide range of customers, including those who may be persistent or less familiar with technology.
- Be an attentive listener and communicate empathically with clients in order to build rapport.
Bonus points if you:
Have worked in a SaaS business before.
Have experience working in a winery, cellar door or direct-to-consumer (DTC) wine business.
Have experience in an online customer facing role or working remotely.
Have technical experience or coding skills.
Have experience working in Hubspot
Want to apply? Please send your resume to robert@commerce7.com
