Technical Customer Support Specialist ANZ (Remote)

Full-time
Australia

Overview

At Enablo, we’re on a mission to digitise the world of work and enable new work experiences that are accessible to everyone, anywhere. Through our partnerships with Workplace from Meta, Google Workspace and Asana, we’ve helped hundreds of organisations transform their culture and the way they work.

Our Customers are our universe, and we’re on the search for a talented Technical Customer Support Specialist to help serve & support our ever expanding customer base, by ensuring that each interaction with Enablo drives value & supports them on their Workplace journey. Solving their problems efficiently and effectively, as they arise, is key to this.

This is a role with a core focus on first line customer support, triaging customer tickets and getting them to resolution in good time, with clear communication and an inherent customer focus throughout. We maintain a high standard across the board and Customer Support is no exception.

Why are we so successful?

We believe that work is an experience and that work is something we do, not necessarily somewhere we go. Best of breed technology makes this a reality. We solve our customers’ problems, evolve their experience and ensure they have all incredible support at their fingertips when implementing or enabling the Workplace and Asana platforms.

This role reports to our Head of Customer Success, and works closely with other areas of the business including Engineering, to drive better outcomes for our customers.

What would help seal the deal though, is your shared passion for creating the ultimate employee experience online, and believing in Enablo’s potential to transform our clients through connection, communication and collaboration.

Now we understand that you may not be located in Brisbane where Enablo’s HQ is based, so don’t let that stop you from scrolling further – this role can be based remotely (in Australia/New Zealand) or in Brisbane.

The Work

Here’s what you will do day to day:
  • As part of an energetic team, passionate about making every customer successful, here’s what you will do day to day:
  • Respond promptly and professionally to incoming customer inquiries
  • Support customers through their entire lifecycle journey including acting as the level 1 support escalation point for Hubspot support tickets
  • Triage and resolve all customer support tickets, working cross functionally to ensure customer issues are quickly resolved
  • Ensure customers are communicated to and feel informed throughout the process
  • Explain simply and clearly in response to customer questions and check for customer understanding and acceptance
  • Assist customers by demonstrating an understanding of their needs and answering any questions they may have
  • Establish a cadence of making informed recommendations to improve usage and results
  • Ensure that clients fully understand the breadth and depth of Enablo’s services and assisting our account management team to identify opportunities for additional sales
  • Raise any service related issues well in advance that may jeopardise a successful contract renewal
  • Maintain an updated knowledge of Enablo’s products and services
  • Operate strictly under our ISMS framework for ISO27001 compliance

The Skills

Here’s how you will do it:

You have a passion for serving customers and delight in solving their challenges. You’re driven by achieving the ultimate outcome for your customers.

You will be experienced, having worked in a similar role engaging day to day with internal communications and technology stakeholders, you’re known for being organised and diligent in how you go about your work.

You will bring a track record of having identified areas for improvement in your previous roles and how you took responsibility for helping to improve these to better serve you in your role, your team and your clients.

Crucially, you will have first rate interpersonal skills, combined with technical acumen which will serve to delight our customer base.

  • Familiarity with Workplace and Graph API & the ability to troubleshoot Workplace user technical issues
  • Capacity to troubleshoot up to 24 unique programs from the Engineering Services playbook – including Premium Bots and bulk admin tools
  • Sound knowledge of computer network components and systems such as client servers, operating systems, firewalls
  • Proficiency with regard to how software components, specifically bots, work
  • A solid understanding of cloud infrastructures
  • Competency in (or willingness to learn) our tools including Workplace from Meta, G Suite, Asana, Hubspot and Harvest. Ideally, you will have experience in the Workplace from Meta platform and/or Asana
  • Approximately 2+ years of previous relevant technical customer support role
  • The ability to explain complex concepts in a clear, simple manner to customers
  • Experience in SaaS, B2B or B2C startups and an appreciation for the challenges as well as an appetite for the opportunities in a rapidly growing global business
  • Strong communication skills (written and verbal), and strong stakeholder relationship management skills
  • An ability to move fast and juggle many competing priorities with excellent organisational and multitasking skills
  • An understanding of how enterprise communication and collaboration platforms work
  • A keen interest in working collaboratively with exceptionally smart people who are as humble as they are brilliant

Enabler Life

We are HQ’d in Brisbane, Australia and our team of exceptional talents are distributed remotely across Australia, New Zealand and the USA.

If, like us, you get your kicks from helping people feel and perform their best at work, that might be enough. But, there are a few other things that make working at Enablo so great.

We believe in the health and wellness of our Enablers and with that, we provide access to a life coach that can help navigate through challenges, both personal and professional. Each team member has an allotted amount of time per month that can be spent exploring how we can better manage both home-life and our careers.

We not only partner with Meta, Asana and Google, but we also kit you out with a slick new MacBook Pro, will provide you with an allowance to cover your phone and internet bills, paid parental leave (for mums AND dads) and try to get you together with your team as long as COVID permits (globally)!

We also practise what we preach and use our tools day-in, day-out so you’ll feel connected and like you actually know your peers, even when you may not have met them in real life. This happens through fun intro videos, embracing achievements, milestones and birthdays on our social groups, peer to peer recognition on Workplace and more.

But we don’t stop there, we don’t rave about diversity because we do this naturally – we are an inclusive (even pet-friendly) environment, who truly enjoy shared values, a culture of playfulness but with serious intent and we absolutely thrive when we collaborate. Just ask our Customers!

Interested? Then get in touch and apply now, by sending us your resume to [email protected]. Be sure to tell us a bit about yourself, we want to get to know you. We should also let you know, any successful Enablers who join our team are required to undergo a National Police and Background Check and have ongoing full rights to work and reside in the country of employment – which in this case, is Australia.

No agencies thanks, we’ve got this one covered!