Deskripsi Pekerjaan
Are you a tech-savvy professional with a passion for problem-solving? Penbrothers is seeking a highly motivated Customer Support Specialist to support a premier SaaS platform serving the NDIS provider community. In this role, you will act as the vital bridge between our clientâs innovative software solutions and the users who rely on them every day.
As a Customer Support Specialist, you aren't just answering ticketsâyou are a product expert, a troubleshooter, and a customer advocate. You will thrive in a fast-paced environment where your communication skills and technical aptitude help drive customer satisfaction and retention. If you have a background in SaaS support and a desire to work with an international-standard team, we want to hear from you.
Tanggung Jawab
- Provide exceptional multi-channel support (email, chat, and phone) to NDIS providers using the SaaS platform.
- Troubleshoot technical issues, identify bugs, and escalate complex problems to the engineering team.
- Maintain a deep, up-to-date knowledge of the softwareâs features, updates, and best practices.
- Document customer interactions and resolutions accurately in the CRM/Helpdesk system.
- Proactively identify common user pain points and suggest improvements to the product team.
- Create and maintain high-quality knowledge base articles, FAQs, and user guides.
- Ensure adherence to Service Level Agreements (SLAs) regarding response and resolution times.
Kualifikasi
- Proven experience in Customer Support, preferably within a SaaS or B2B software environment.
- Excellent command of written and spoken English.
- Strong analytical and logical reasoning skills to diagnose technical software behavior.
- Ability to multitask in a fast-paced, high-volume support environment.
- Familiarity with helpdesk software (e.g., Zendesk, Intercom, or Jira).
- Prior experience working with NDIS or healthcare-related platforms is a significant advantage.
- High level of empathy and a genuine commitment to resolving customer frustrations.