How you can help make a better world of work
Culture Amp is looking for a Product Support Specialist to join our Melbourne-based team for coverage of the Australian Eastern Timezone.
As part of one global team, our Product Support Specialists play a critical role in supporting all customers in their use of Culture Amp and deliver a personalised, Culture First experience to those users in their time of need.
In this role, you will apply your experience in customer support/service, technical know-how, and curiosity to guide customers on the use of the Culture Amp platform and step in to investigate instances of unexpected behaviour.
You will
- Serve as the first point of contact for our customers around the world that reach out to us via our support channels (email, chat, video conference).
- Answer all questions related to the Culture Amp platform and escalate when necessary - we receive around 4,000 emails and 4,000 chats per month - you’ll be busy!
- Educate and empower our customers to be better Culture Amp users and become People Geeks.
- Serve as an internal resource for all departments and help them be successful - this might look like responding to “quick questions” in Slack or even joining a virtual meeting to serve as the product expert.
- Be responsible for ensuring that customer data is handled securely - we are gatekeepers and manage internal requests for access to accounts by other team members at Culture Amp.
- Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers’ challenges.
- Partner with the Customer Organisation across multiple time zones (we are a globally distributed team) to continuously improve our customer experience as our customer base grows.
You have
Soft Skills
- You enjoy interacting with people and building relationships with customers.
- You are able to empathise with customers in a genuine way that lets them know you care about their issues.
- You have the ability to explain technical issues in simple terms.
- You know when to ask open-ended questions vs. close-ended questions to best understand an issue.
- You are professionally self-directed and self-motivated.
- You are naturally curious and love to learn. The more technical the better!
Experience
- You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer-facing role.
- You have ideally used help desk systems (Intercom, Zendesk, Freshdesk, Help Scout, etc.) as your primary tool in previous roles.
- You are no stranger to helping multiple customers at once in a high-velocity service environment.
- You have a technical understanding of how Email, Single Sign-On, and SFTP work (not necessary but comes in handy!).
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