Customer Support Associate
JuniorMid levelPart-timeContractUp to 10 hours/weekRemoteCustomer service and supportPosted 4 days ago
Candidates must be based in Australia - Sydney candidates have the option of hybrid setup
About the job
This job is all about being the voice of users and ensuring they receive the best support possible. By responding to user support tickets, maintaining a helpful support centre, and improving an AI chat bot, you will play a crucial role in enhancing user experience. The team values a proactive approach and a commitment to making a difference in the lives of people living with chronic conditions.
You'll be responsible for
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Responding to and resolving user support tickets
Manage incoming Zendesk issues, troubleshoot problems, and ensure timely, empathetic responses that reflect our commitment to people living with chronic conditions.đ
Maintaining and improving our support centre
Keep help articles accurate and up to date as new features launch and existing ones evolve, so users can self-serve with confidence.đ¤
Monitoring and improving our AI live chat bot
Review bot conversations for quality and accuracy, and update the bot's guidance and context so it delivers helpful, on-brand responses.View more
Key criteria
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Strong written communication skills
Clear, warm, and concise, with the ability to explain things simply to people who may be dealing with complex health situations.View
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Pattern recognition ability
You naturally spot when the same issue keeps coming up and think about how to fix it at the source.View
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Curious and proactive
You look for ways to improve processes, documentation, and user experience without being asked.View
