Senior Customer Support Agent

Readytech; New Zealand; Hybride; NZD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Hybrid work

Awards and incentives

Supportive team culture

Barista in-office

Résumé du poste

ReadyTech is seeking a Senior Customer Support Agent to deliver engaging customer service via phone, email, or live chat, while driving continuous improvement of our support OKRs.

You will assist the Team Leader and act as a point of escalation, mentoring less experienced agents and ensuring high-quality case resolution with accurate Salesforce documentation.

Qualifications

• Strong system acumen and curiosity to understand how things work.
• Fast learner with comfort using technology.
• Ability to simplify complex topics for customers.
• Professional, empathetic service via phone, email, and chat.
• Experience coaching or mentoring teammates.

Responsabilités

• Meet team KPIs and contribute to Customer Support OKRs.
• Respond to customer inquiries promptly and accurately via email, phone, or chat.
• Coach and mentor junior agents to resolve issues independently.
• Ensure accurate case data in Salesforce and proper case resolution notes.
• Provide useful feedback to product teams based on customer input.
• Identify opportunities to improve processes within the support function.

Connaissances

System acumen

Quick learner

Problem solving

Clear communicator

Customer service

Coaching/Mentoring

Outils

Salesforce

Description du poste

ReadyTech (ASX:RDY) exists to help communities thrive, and ReadyTechers flourish on making that change happen. They enjoy taking on challenges that matter to our customers, communities, and the world, and working to solve them with incredible technology that helps navigate complexity, while also delivering meaningful outcomes. ReadyTechers are enterprising, and hungry to make a difference. But, more than ever, ReadyTechers are ready for anything.

The purpose of this role

The Senior Customer Support Agent is responsible for delivering engaging and effective customer service via phone and/or email or live chat, with a view to continuous improvement of our Customer Support OKR’s. The team

provides a 1st class customer experience that makes us stand out from our competitors and ensures our customers love us as much as we love them. The Senior Agents will assist the Team Leader / Customer Support Manager when and as required and will be the escalation point for other less experienced support agents should they need assistance in resolving customer queries.

The key responsibilities of the role

• Understand the team and their individual KPIs, and how they directly impact the Customer Support OKRs
• Take ownership of assigned KPIs, ensuring everything possible is being done to achieve them, and advise their Team Leader if additional support or training is required
• Respond to customer emails, phone calls and live chats in a professional, respectful and empathetic manner, to get their issue resolved as quickly and accurately as possible
• Along with the Team Leader, coach and mentor Customer Support Agents to troubleshoot and solve issues as a second point of contact, while empowering agents to keep ownership of their cases and bring them to resolution independently wherever possible
• Monitor the team's frontline channel to assist in real time with any questions from less senior members of the team
• Ensure all case data and notes within Salesforce are documented, clear, accurate and professional (covering all customer interactions), with case comments and resolution
• Take ownership of issues right through to resolution with the customer and ensure the outcome is immediately communicated back to the customer
• Provide accurate, relevant and helpful customer feedback to the product team when requested
• Review case load and customer feedback periodically with Team Leader to identify and act on opportunities for improvement
• Actively participate in both technical and soft skill professional development
• Identify opportunities for continuous improvement within the Customer Support Function and act as a role model for the team demonstrating best practices at all times

Skills and experience

• Strong system acumen and a curiosity to understand how things work
• Quick learning ability and technology savvy
• The drive to get to the bottom of things
• Able to communicate complex matters in simple terms
• Professional, respectful and empathetic customer service by phone, email and live chat
• Coaching and mentoring skills

Why you should become a ReadyTecher:

• A day off for your birthday- hip hip hooray!
• Additional 4 days of leave each year
• ReadyTecher Awards each quarter with the chance to win flights and accommodation to Hamilton Island
• Hybrid work, with in-house baristas in Sydney
• Access to Sonder- a technology-driven platform supported by safety, medical and mental health experts - available 24/7
• Company top-up of Government parental leave
• Additional paid leave for miscarriage, endometriosis and menopause
• Volunteer leave
• And plenty of ReadyTech merch drops along the way!

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong.

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check.