Customer Support Specialist 🙌
ShiftCare is a fast-growing SaaS start-up that is redefining the way Aged Care and Disability services are delivered in AUS & NZ. We are looking for a Customer Support Specialist to champion the high standard of excellence demonstrated by their team on a daily basis. Embody the ShiftCare core values and serve as their brand’s representative by helping customers get the most out of their software.
As a Customer Support Specialist, you will be working alongside the wider Customer Experience team while demonstrating great client command and being a strong team player.
If you’re passionate about working within a team that is customer-focused, take pride in problem-solving and sweat the small details, we should talk!
Respond to customer queries in a timely and accurate way, via phone, email or chat
Identify customer needs and help customers use specific features
Update the internal databases with information about technical issues and useful discussions with customers
Communicate and coordinate with the engineering, product and wider customer experience teams to resolve bugs and feature requests and taking ownership of customer’s issues
Inform customers about new features and functionalities
Provide level 2 and 3 support by investigating and determining the underlying cause of more complex queries and resolve basic technical issues (e.g. configuration errors) or involving the development team as required and assist in the resolution. Follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share with Product, Sales and Marketing teams
Ideally 2-4 years experience providing software support as a Customer Support Specialist or similar Customer Support role
Experience with SaaS
Experience with helpdesk support ticketing software (Intercom preferred) and remote support tools
Technical knowledge to understand logs and troubleshoot bugs
Deep understanding of customer support best practices for SaaS products
Patience when handling tough cases
Tenacity to follow through on complicated investigation and escalation of customer problems
Proven ability to work in a fast-paced environment and use the best judgement at handling customer queries and providing technical assistance
Empathy and consideration for all ideas and suggestions when deriving the best solutions and outcomes for clients
Friendly, approachable and strong relationship management skills
Understanding of how CRM systems work
Excellent communication and problem-solving skills
Familiarity with our industry is a plus
ShiftCare is progressive in its thinking of staff wellbeing & interest and as such offer:
Competitive base salary 🤩 - Even though they're a small startup, they pay salaries that can hold their own against the big Sydney techs.
Floating public holiday 🏝 - You can choose to work public holidays and use that day another time in the year.
Flexible working hours and location 🧑💻 - ShiftCare value work-life balance, especially right now.
Modern working environment 🖥 - Sit-stand desks, 27” monitor, quiet spaces to suit all kinds of working styles.
Inspiring community 🤝 - Regular lunch and learn events, opportunities for presenting at webinars and networking through the Sydney startup community.
TGIF events 🍕 - Friday drinks & pizzas and pitches from other startups within the Sydney startup ecosystem.
Currently, our employees are working from home. We anticipate employees will be returning to the office, in a flexible capacity (3:2) as soon as restrictions have eased.