Customer Support SpecialistDepartment: Customer Operations- GeneralEmployment Type: Full TimeLocation: Burleigh Heads, QueenslandReporting To: Service Desk ManagerDescriptionPermanent, hybrid working role based in the Gold CoastSaaS for the logistics industry.Provide product support delivery for our Australian and New Zealand customers.About CartonCloudCartonCloud is a SaaS company based in the Gold Coast, Australia. We build warehouse management and transport management products that genuinely delight our customers, improving their daily operations in the supply chain and logistics industry. We set our people up to succeed and ensure they are equipped to solve the problems of the future, whilst recognising that fun and laughter are equally important! We recently launched our software into the North American market and have a keen interest in continually building our market share globally!Our RoleWe are looking to expand our Service Desk team, with a new role to be based in Gold Coast, Australia! This is a hybrid role, where you'll be working 2-3 days per week from our Burleigh Heads office.This role is level 1 and 2 support, where you will be the first point of contact for customer incidents and requests. You will assess, triage and qualify each request, escalating to the appropriate resources and teams when required. You will also be providing support with the management of hardware provisioning and returns, and installation of business critical applications.Whilst our warehousing and distribution solutions offer our customers incredibly simple solutions, the software itself is rich and complex. Our customers appreciate the quality of support our team provides in setting them up to succeed and realise the significant benefits we enable.Key Responsibilities include:Provide first point response to customer enquiries through the Customer Support function (email, portal, callback system);Investigate, troubleshoot, manage and resolve Support enquiries;Work with the development team on technical issues and bugs including troubleshooting, reproduction and providing diagnostic information;Manage customer communications for all of the above responsibilities;Work with Content and Documentation team to identify potential areas of improvement of the CartonCloud content library;Work with the Customer Operations Team and key stakeholders in identifying customers requiring further technical training of the CartonCloud software;Provide feedback for the implementation, product management, integrations and marketing teams on client requirements and opportunities for process improvements.Assist in the management of hardware provisioning and returns, and installation of business critical applications.To be successful, we are looking for:Exceptional focus on customer service, creating a supportive experience to ensure successful use of the systemPrevious experience in the supply chain and logistics industry is required, ideally as a superuser of WMS or TMS systems.Demonstrated ability to quickly understand the high-level issue, and define and escalate the problem for technical and non-technical stakeholders.Ability to triage and prioritise actions in a fast-paced, high volume and autonomous roleA collaborative approach to working with our team to identify further opportunities for product improvement.Exceptional communication skills and strong attention to detail, maintaining a high level of data integrity in our service desk platform.Experience in managing IT equipment would be advantageous.BenefitsIf you want to be challenged, want to be engaged and want to enjoy what you do, then come and join our like-minded team. We truly get a kick out of keeping businesses moving! We encourage you to have a chat, whether it be about this role or future possibilities at CartonCloud. Please go ahead and express your interest by applying now.We appreciate your time in applying and we are committed to responding to every application received. We offer market-competitive salary packages, along with a suite of additional benefits including an extensive parental leave policy, support for home office setup, wellness allowance and more! We encourage and promote a positive and inclusive workplace, one in which the talent and strengths of our increasingly diverse workforce are welcomed, further developed and manifested in our work.
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