Customer Support Officer

Unique opportunity in high growth SaaS business that improves worker safety

Full time (or near full time) with flexible work hours in dynamic and supportive environment

Hybrid role with flexibility to work from home 2 days per week

A diverse and challenging role for a SaaS customer support all-rounder

Job Summary

Provide first line technical and general support for our SaaS customers in a role you'll love, as we deliver exceptional value and service.

About You

You love a challenge.

Excellence in customer service and support are important to you.

You are an energetic self-starter looking to expand your experience and to grow your skills in a safe and supportive environment.

You are adaptable, work independently, and learn quickly.

You have a high degree of integrity, initiative, attention to detail and get-the-job-done attitude.

You seek out ways to improve both processes and stakeholder satisfaction.

About the Role

Join us now for a role you'll love.

Provide timely, effective and efficient support for our customers, and work collaboratively with our marketing, sales, development, implementation and finance teams, in order to enhance the wellbeing of our customers.

You will have the opportunity to guide the direction of the role and to make a difference for the people we help.

Even if you do not believe you have all the skills for the role, but you believe you would be a good fit, then we want to hear from you!

About the Business

We help our clients to create safer workplaces and enhance wellbeing.

My Safety Buddy is a smartphone app and web portal software safety solution to monitor the safety and wellbeing of staff who work alone, in isolation or remotely from home.

Being both highly configurable and scalable, My Safety Buddy works for large and small clients. My Safety Buddy is helping lone workers across a wide range of sectors around Australia including aged care, allied health, disability care, education, federal government, housing, local government, mental health, real estate, telecommunications, and utilities.

www.mysafetybuddy.com.au

Duties and Responsibilities

Deliver a great customer experience. Work closely with our marketing, sales, development, implementation, support and finance teams to deliver a great brand experience at every touch point.

Lead. Provide day-to-day management of your direct report(s).

Provide first line technical support. Respond to our customers' support queries via email, telephone and live chat. Work closely with our development team to resolve customer and product issues.

User Acceptance Testing. Accelerate our development cycle by ensuring our new features and bug fixes are delivered into production to specification.

Deliver introductory training online. Share your knowledge of MSB over a video call as you show new customers how to use MSB.

Check in with new customers. Follow up with customers that are new to MSB to see if they need any help to get the most out of MSB.

Answer inbound customer enquiries. Answer inbound calls and pass the enquiry to the sales team.

Update help resources. Assist with updating user guides and other help resources as MSB evolves.

Manage the office. Assist with the smooth running of the office including customer bookings, procurement of office supplies, and general office duties.

Assist with bookkeeping. Assist with accounts payable.

Document. Complete all necessary documentation associated with customer support including maintenance of customer and other internal databases; and preparing various analytics and reports.

Seek to Improve. Learn new skills quickly. Continually review current practises. Identify opportunities for greater efficiency and improved stakeholder satisfaction.

Achieve. Demonstrate a high degree of integrity, initiative, attention to detail and get-the-job-done attitude to achieve your goals in our informal and flexible office set up.

Skills and Experience

Three or more years' experience in a similar 'all-rounder' customer support role for a SaaS product.

Experience in supervising staff.

Outstanding attention to detail.

Adaptable, with ability to learn quickly and work independently.

Ability to manage workload from a number of sources with differing priorities.

Effective communication skills comprising excellent spoken and written English for communicating over the phone, in person and via email.

Demonstrated competency with computers including intermediate MS Excel, MS Word, MS PowerPoint and MS Outlook.

Demonstrated ability to touch type to a minimum of 20 words per minute.

Desirable: Experience with Active Campaign CRM software, and Jira software.

Desirable: Experience performing basic accounts payable in MYOB.

Australian work rights are required for this position.

Culture

Enabled by flexible working conditions, our team have the freedom of action to do their best work to help the community.

Our company is an independent Australian business whose people are experienced, passionate, performance-driven and provide exceptional service.

We maintain a work environment that is friendly, collaborative, innovative, dynamic, challenging and result-oriented.

There is flexibility for start and finish times.

The office set up is informal, and a high degree of integrity, proactivity and initiative are essential.

NOTE: The role is based at our office in Cheltenham VIC. There is flexibility to work remotely from your home 2 days per week.

Salary

This position is offered as a full time position.

Salary is negotiable based on experience.

$75,000 to $80,000 per annum plus super, negotiable.

To Apply

This position is for a start that is as soon as practical. We are looking to short list, complete interviews and award the role in the next few weeks.

Remember: even if you do not believe you have all the skills for the role, but you believe you would be a good fit, then we want to hear from you!

To apply for this opportunity submit your resume with a cover letter through www.seek.com

In your cover letter, briefly tell us why you are the right person for this role.

Apply ASAP as we are screening applications as we receive them.

We look forward to receiving your application.

Good luck!

Strictly no agency referrals.

*Please note that due to the number of applicants to our job postings, we cannot always get back to all candidates. If you have not heard back within 10 business days of applying, please assume that you have not been successful on this occasion.