Clipboard is a fast-growing Sydney-based startup pioneering a new category in EdTech, a management system supporting schools to deliver great extracurricular programs. Our vision is that every student worldwide should be empowered through participating in great extracurricular activities, and to do this, schools need a purpose-built system to best manage these activities effectively.The Customer Support Specialist is responsible for ensuring that Clipboard's customers have a great user experience, with any issues being managed quickly and professionally.Key Responsibilities Responding to Customer inquiries Review, manage and respond to all incoming channels where customers interact with Clipboard (this includes Intercom chats, email, and occasionally Zoom calls) regarding product and service questions and information. Resolve customer complaints and issues via active engagement and troubleshooting. Provide solutions to these issues via an investigation/response process where possible. If unable to solve the issue, or if the interaction requires a higher-level response, these matters should be escalated to the Head of Customer Success. Customer records management Ensure all tickets are logged with the development team with the appropriate escalations marked in the system. Ongoing Learning Ensure your Clipboard product suite knowledge is regularly reviewed and remains up to date with all changes - before you can support others, you must know the product yourself. Participate in writing excellent help documentation - both for internal use and for our customers. Your Skills and Experience You have the following skills and experience: At least 1 year of experience working with customers, ideally in technology Familiarity with chat (e.g. Intercom), CRM (e.g. Pipedrive) and Atlassian Jira platforms You can translate technical ideas for non-technical audiences Ability to learn new software platforms quickly Demonstrable critical thinking, verbal and written communication, and creative problem-solving skills Self-starter, positive attitude, ability to continuously develop and adapt to a growing team Highly organised. You can manage and prioritize several different projects. [Bonus] Experience working customer support for B2B SaaS [Bonus] Experience working with schools in some capacity If you're this person then we want to hear from you - even if you aren't 100% sure you're qualified! Prior experience has taught us that the best candidates are the ones who aren't even sure if they should apply. Clipboard supports an inclusive workplace and welcomes applicants from diverse backgrounds. NOTE TO EMPLOYMENT AGENCIES: All resumes submitted by employment agencies directly to any Clipboard employee or hiring manager in any form without a signed Clipboard Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means. #J-18808-Ljbffr
