Remote SaaS Support Advocate – Customer Success

Ortto; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Home office setup allowance of AU$600

Ongoing allowance up to AU$500 per quarter

Job summary

A dynamic tech company in Sydney seeks a Customer Support Advocate to manage support functions and provide strategic insights. The ideal candidate will possess 3+ years of customer support experience, strong technical aptitude, and excellent communication skills. This role allows for flexibility, with options to work remotely or in the office, offering a supportive and collaborative work environment.

Qualifications

• 3+ years of experience in an online Customer Support role, ideally in a technical SaaS and Marketing Automation environment.
• Strong technical aptitude; comfortable learning new systems, analyzing issues and diagnosing problems.
• Excellent communication and written skills with the ability to explain complex topics clearly in English.
• Flexibility to work from home or in the office; preference for candidates based in Australian east coast time zone.

Responsibilities

• Manage level 1 & 2 support functions to resolve customer queries and issues.
• Develop deep knowledge of the Ortto platform and stay updated on features and potential issues.
• Provide timely support to customers across multiple channels.
• Capture and share customer insights to influence product development.
• Lead escalated issues, tracking them to resolution.

Skills

Technical aptitude

Customer support experience

Problem-solving

Strong communication

Tools

MailChimp

Shopify

Job description

A dynamic tech company in Sydney seeks a Customer Support Advocate to manage support functions and provide strategic insights. The ideal candidate will possess 3+ years of customer support experience, strong technical aptitude, and excellent communication skills. This role allows for flexibility, with options to work remotely or in the office, offering a supportive and collaborative work environment.