BaseUp Technologies
Customer Support Agent
Enable flexible parking for employees
Customer service and support
Full-time
Hybrid | Sydney, NSW, AU · Our office days are Tuesday, Wednesday and Thursday.
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
·
Why BaseUp Technologies
BaseUp creates technology for employees to easily access their office parking. As businesses have transitioned back to hybrid work, our products have drastically improved their commuting options.
Our dedicated team, market-leading technology and industry partnerships are reshaping how businesses and employees think about office parking.
Since launching in Australia in 2017, our technology has supported some of the world's largest employers and property groups to make over 1 million commutes a year easier. In 2021 we launched our first U.S office to bring flexibility to the world's largest parking market.
Benefits of working with us:
We pride ourselves on having a flexible, social and collaborative working environment.
● 6-weeks annual leave;
● 'Flexible Friday' policy: no meetings, work as needed, you decide how to spend the day
● Regular team social events;
● Gym membership;
● A relaxed, high-performing work environment with a close-knit team; and
● Brand new office, amazing location in the CBD with easy access to public transport options.
About the role
We’re looking for someone to own our frontline Customer Support at BaseUp.
This will involve:
● Becoming an expert user of our software platform, our app and understanding our hardware;
● Being the frontline of Customer Support, responding to our Clients and end users (via Zendesk);
● Working with our Development team on technical troubleshooting;
● Ordering and dispatching hardware, minimal on-site work;
● Providing insights for product development based on user feedback;
● Helping maintain our FAQs and Knowledge Centre; and
● Supporting our Director of Operations.
Our ideal candidates will have:
● Experience working in a dedicated Customer Support role;
● Experience working with technology products;
● Excellent communication and interpersonal skills;
● Strong time management, prioritisation and organisational skills;
● Great attention to detail; and
● A “Just get things done” attitude — just as important as experience.
What you'll be responsible for
- 🚦
Escalation Handling
Review and resolve escalated customer queries or complaints to ensure customer satisfaction.
- 💬
Query Handling (via Zendesk)
Address and resolve queries, questions, and problems via Zendesk to ensure positive customer outcomes and experiences
- ✏️
Keep FAQs and Help Articles Updated
As our app evolves, it's important to keep drivers informed. This includes regularly updating help articles and user guides to ensure they have the latest information.
Skills you'll need
- ✅
Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
- 🎙
Verbal communication
Speaks clearly to convey information effectively to a target audience
- ✍🏼
Written communication
Writes in a clear and structured format to convey information and ideas effectively to a target audience
Meet the team
Applying with Hatch
BaseUp Technologies is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch