Customer Support Specialist (12 month contract)
Melbourne
Customer Success – Professional Services /
Fixed-term contractor /
Hybrid
About Achievers
The "Achievers Employee Experience Platform™" empowers employees to recognize each other in real time and aligns them to the values and goals of the company. With almost 4 million global users, the Employee Experience Platform enables employees in over 170 countries. Visit us at www.achievers.com to learn more, and check out our platform in action here. Join us in our mission to Change the Way the World Works™!
Our commitment to you:
At Achievers, we hire you for you because we value the unique perspective and individuality that each person brings to our team. We are committed to creating an inclusive, diverse, and equitable workplace where you belong, and your contributions are celebrated. You'll have the opportunity to collaborate with a diverse group of colleagues who appreciate your strengths and are excited to learn from your experiences.
A Customer Support Specialist is a highly motivated, customer-oriented individual who is passionate about the Achievers experience! Our Global Customer Support Services team guarantees the highest level of excellence to ensure that our program administrators and internal stakeholders rave about our services and get the answers they need in real time. If you are technically savvy and are passionate about delighting customers, you’ll fit right in! As a Customer Support Specialist, you will have the opportunity to advance your career with additional internal training opportunities leading to increased customer support and technical understanding.
Responsibilities
- Get connected and handle inbound and outbound queries via phone and our case queues in Salesforce
- Turn our program administrators and internal stakeholders into “Raving Fans” by providing world class program support
- Handle all inquiries from our program administrators, responding via phone and through Salesforce, including updating clients on the progress of their requests
- Assignments may also be provided by leadership to ensure customer coverage and assistance with escalated issues
- Use your epic problem-solving skills to resolve inquiries, program assistance requests, and complaints
- Handle multiple case types from our program administrators including functionality issues, structural changes to their programs, campaigns and reporting requests
- Partner with other teams to resolve client issues (TSA, CS) when required
- Navigate our platform like a pro and stay up to date with new features and releases
- Recognize your peers and be recognized for being awesome!
- Troubleshoot issues with computer systems, web‐based applications and mobile technology
Skills and Qualifications
- 1-3 years of related work experience
- CRM (Salesforce) in-depth knowledge
- Exceptional communication and interpersonal skills
- Basic HTML capabilities and overall technical aptitude
- Experience working directly with customers or clients
- Experience within a metric driven environment
- Fluent in computer applications (MS Word, Excel, Outlook)
- Ability to understand technical aspects of software functions
You want to
- Lead by example, be solution focused and dependable
- Meet or exceed service level agreements (SLA targets) and other measures of success
- Provide coaching moments for teammates, as needed
- Empower team members to take ownership and action
- Create a positive and supportive environment and be available for questions from all teams
- Ensure best practices are followed and create processes where needed
- Advance your career with additional internal training opportunities leading to increased customer support and technical understanding
- Work alongside of some of the best teammates in the industry
Why you’ll love working at Achievers:
· We are passionate about disruptive technology that’s rooted in science, research and data.
· We understand the value of employee success in the workplace and have been recognized in numerous publications for our contributions to HR, for technical excellence, and for our outstanding workplace culture!
· We foster an environment of connection, security, and community. You’ll feel at home, without reservation.
· We believe in moving quickly, failing fast, and adapting to change.
· We enjoy coming to work every day because we believe in our product and love our culture.
· We’re committed to achieving excellence in everything we do.
Achievers does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our HR team. All qualification will be done face-to-face, whether that is in person or over Zoom. Achievers does not send out offers of employment without meeting candidates and does not offer employment via text. If you are requested for any personal information via text and/or without having met a member of our hiring team in person, please disregard.
Our employees are a diverse and inclusive team of passionate, hardworking individuals. Achievers is committed to creating an environment where our employees can do the best work of their lives. We encourage all qualified candidates to apply to join our A-Player family. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Achievers is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
