**Job Title:** Online Customer Support Associate
**Company:** TechnologyOne
**Location:** Sydney, New South Wales, AU
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience Required:** 3
**About Us:**
At TechnologyOne, we're transforming the way businesses manage their operations through innovative technology solutions. With a commitment to customer satisfaction and excellence, we pride ourselves on delivering unmatched support and guidance to our clients.
**Position Overview:**
As an Online Customer Support Associate, you will play a vital role in providing exceptional support to our customers via various online channels. This position requires technical proficiency, interpersonal skills, and a strong commitment to delivering solutions. Your ability to empathize with customers while leveraging data to inform your decisions will make you a crucial part of our team.
**Key Responsibilities:**
1. **Customer Support:**
- Respond promptly to customer inquiries via email, live chat, and social media, ensuring a high level of service quality.
- Identify customer needs through active listening and provide accurate and relevant information to facilitate solutions.
- Troubleshoot software and technical issues, offering guidance and support in real-time to enhance customer satisfaction.
2. **Documentation and Feedback:**
- Maintain detailed records of customer interactions, issues presented, and resolutions provided in the customer relationship management (CRM) system.
- Gather feedback from customers regarding their experience and collaborate with the product team to relay insights that drive improvements.
3. **Collaboration and Teamwork:**
- Work closely with other departments (e.g., Product, Marketing, Sales) to escalate technical issues and ensure customer concerns are addressed effectively.
- Participate in regular team meetings to discuss trends, share knowledge, and enhance service delivery standards.
4. **Training and Improvement:**
- Stay updated on product and service changes and enhancements to provide accurate information to customers.
- Participate in ongoing training sessions to continuously refine support skills and expand technical knowledge.
5. **Data-Driven Decision Making:**
- Analyze customer support metrics to identify areas for improvement and work towards strategic initiatives that optimize the customer experience.
- Leverage data insights to propose actionable strategies for enhancing customer support efficiency.
6. **Emphasizing Emotional Intelligence:**
- Employ emotional intelligence to understand and address customer sentiments, ensuring they feel heard and valued throughout their journey.
- Remain calm and composed while handling customer concerns or complaints, fostering a positive support atmosphere.
**Requirements:**
- **Education:** Bachelor's degree or equivalent experience in a related field is preferred.
- **Experience:** Minimum of 3 years in customer support or a customer-facing role, preferably in a technology or SaaS environment.
- **Technical Skills:** Proficiency in CRM tools and basic troubleshooting skills for software applications.
- **Personality Traits:**
- Driven: A self-starter who takes initiative and seeks opportunities to exceed expectations.
- Dedicated: Committed to providing exceptional service and achieving quality outcomes.
- **Soft Skills:**
- Outstanding presentation skills, both verbal and written, to convey complex information in a clear and engaging manner.
- High emotional intelligence to navigate customer emotions, providing support with empathy and understanding.
**Benefits:**
- Paid overtime to acknowledge your extra effort and dedication.
- Vision insurance to support your eye health.
- Disability insurance for added peace of mind.
**Working Environment:**
At TechnologyOne, we leverage data to inform our decisions and drive strategic initiatives. You will work within a collaborative team-focused environment that encourages innovation and continuous improvement.
**Application Deadline:**
Please submit your application by **October 15, 2024**.
**Equal Opportunity Statement:**
TechnologyOne is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.
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Join us in redefining customer support! If you are passionate about technology and dedicated to helping others succeed, we would love to hear from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
