Product Support Specialist

Arsenault; Gold Coast City; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Mental wellness benefits

Hybrid work model

Team building and social events

Career development conversations and 1

Job summary

Arsenault is a dynamic and innovative SaaS company with over 220 employees across 5 countries and customers worldwide. This role supports customers across multiple channels and uses Zendesk to deliver great service.

You will join a team that values a relaxed, respectful work environment and opportunities for career growth, with hybrid work options and ongoing development discussions.

Qualifications

• Previous experience in a customer support or service role.
• Able to think on your feet and pursue a solution until the client is happy.
• Enjoy speaking to lots of different clients and solving problems.
• Efficient multitasker with time management and prioritisation skills.

Responsibilities

• Receiving and responding to customer product enquiries and issues via phone, email, and live chat.
• Taking tickets for a variety of reasons including answering frequently asked questions, troubleshooting and technical issues or bugs.
• Escalating technical issues and working with Development to resolve the issue.
• Reaching out to new clients to work one on one as they go live with the system.
• You are supporting the user to use our software products more effectively and will be able to utilise Zendesk to help in your endeavours.

Skills

Customer support experience

Multitasking

Problem solving

Communication

Tools

Zendesk

Job description

About the job Product Support Specialist

Are you looking for a career change???

Read below for an amazing opportunity to get into the SaaS world!

The Benefits

• Health and mental wellness benefits.
• Hybrid work model - Flexibility to put your family first at all times - work from home.
• An amazing team - supportive, fun and caring with team building, fun activities and lots of social events.
• Career experiences - lateral, vertical and rotational.
• Regular and ongoing meaningful performance and development conversations and annual remuneration reviews.
• No qualifying period for paid parental/maternity leave, and we will continue to pay your super while you are off.
• Time off - for your Birthday, an annual wellbeing day, 4 Joy days at the end of every quarter and time off over Christmas in addition to your 4 weeks annual leave.
• Plus most importantly a genuinely relaxed, happy, respectful, energetic working environment where you will actually look forward to coming to work each day - whether it is in your home or the office. 89% of employees recommend working at Arsenault. Dont believe us? Check out our glass door reviews!

Role

Our Support team here at Arsenault reflects the human side of our product. Every query is different from the next. Whilst you will endeavour to resolve most enquiries in the first touch, its your responsibility to ensure that each issue is seen through to a satisfactory outcome.

• Receiving and responding to customer product enquiries and issues via phone, email, and live chat.
• Taking tickets for a variety of reasons including answering frequently asked questions, troubleshooting and technical issues or bugs.
• Escalating technical issues and working with Development to resolve the issue.
• Reaching out to new clients to work one on one as they go live with the system.
• You are supporting the user to use our software products more effectively and will be able to utilise Zendesk to help in your endeavours.

You

• Previous experience in a customer support or service role.
• You are the kind of Support Professional who can think on your feet and will not give up until there is a solution and the client is happy.
• You will enjoy speaking to lots of different clients and thrive on solving problems for them.
• You will be an efficient multitasker with demonstrated time management and prioritisation skills.

Arsenault is a dynamic and innovative Software as a Service (SaaS) organisation with over 220 employees across 5 countries and customers worldwide.

We are a leading recruitment management platform that assists companies and recruitment agencies to create a competitive advantage within their recruitment and hiring processes

With Seek as our parent company we are fortunate to have access to a broad range of multinational resources whilst still maintaining our unique identity and the ability to make quick decisions.

All of our people actively contribute to our culture and company values;