AlayaCare9 jobs

Customer Experience Specialist | SaaS Support

Mid levelFull-timeHybridBrisbane QLD, AustraliaPosted 3 weeks agoVerified 2 days ago
Pending fitX of Y criteria met

About the job

The Customer Experience Specialist position is all about supporting customers with our Community Home Care product. This job plays a crucial role in ensuring that care providers can deliver exceptional service using our platform. Team members thrive in a collaborative environment, working together to improve customer experiences and outcomes.

You'll be responsible for

📩

Managing customer requests

Managing a queue of customer requests for our home care software product in Zendesk, investigating, troubleshooting & resolving complex issues.
📞

Connecting with customers

Connecting with customers via phone and Zoom to unpack their questions, demo solutions and build their confidence using the platform.
🤝

Collaborating with teams

Collaborating with Customer Success, Product, QA and Engineering to manage escalations, monitor customer health and resolve ongoing issues.

Key criteria

🛠️

Software support experience

2+ years of experience in software support, ideally in SaaS.

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🔍

Analytical problem-solving skills

Proven ability to identify root causes and resolve complex issues.

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📞

Customer communication skills

Demonstrated clear and confident communication in challenging conversations.

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View more

Meet the team

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4 criteria for this job
Software support experience
2+ years of experience in software support, ideally in SaaS.

View

Analytical problem-solving skills
Proven ability to identify root causes and resolve complex issues.

View

Customer communication skills
Demonstrated clear and confident communication in challenging conversations.

View

Familiarity with support tools
Experience using Zendesk, JIRA, Slack, and Zoom for customer support.

View

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