Customer Support Specialist

We are looking for an enthusiastic merchant service representative who will support our customers by resolving product and service issues, and providing information and education through in-depth knowledge of our products and services.

Requirements

• Demonstrate a strong commitment to being “Customer Obsessed”, with a strong focus on quality of communication and feedback provided on calls.
• Handle incoming and outgoing calls, create, manage, follow-up and resolve support requests via ticket-based CRM (Zendesk) with a high level of attention to detail whilst providing clients with regular progress updates.
• Resolve customer product or service problems through troubleshooting technical issues, determining the root cause of the problem and selecting, explaining & applying the best solution to the problem.
• Identify patterns & trends for merchant issues as well as attempting to replicate and complete testing to resolve said issue.
• Manage the escalation process where required to better service merchants.
• Contribute towards merchant servicing documentation, both creation and maintenance.
• Manage internal & external system access to support oriented systems.

Benefits

• Work from overseas up to 4 weeks per year
• Annual team offsite
• Social events run by our social committee
• Swap a public holiday and take an alternative day off
• Paid leave for volunteering
• Employee Share Option Plan
• Paid parental leave for primary and secondary carers
• Novated lease and salary sacrifice options