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Customer Support Analyst

Sydney
Full time
Posted
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SafetyCulture
I.T., digital & online media services
251-500 employees
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SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.

iAuditor was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We’re excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We’re looking for talented and mission-driven people to drive that growth.

Our Customer Support team delivers an exceptional customer experience and is continuously striving to set the bar higher and higher every day. Our Support Analysts live and breath our “Think Customer” value every day. They combine their incredible people skills with technology expertise and the result is a a market leading customer experience.

So what does this mean for you? You have the opportunity to work with seriously talented people who will continue to encourage and help you to achieve the very best. You will have the opportunity to “Be Bold, Bring Action” by delivering new insights and ideas designed to fill those gaps we have. Our Support Analysts are the bridge between our teams and SafetyCulture customers.

About you

  • Customer centric approach and dedicated to solving customer problems
  • Love for technology and solving technical issues
  • Prior experience in customer support highly desirable

    • How you will spend your time

  • Responding to our customers’ concerns across chat, email, and calls based on the SLA set or even faster!
  • Always striving to educate our customers about the company, our product and our products’ features.
  • Using data analysis to evaluate the customer problem, helping you to find an accurate and long-term solution.
  • Walking your customers through tricky installation processes and troubleshooting.
  • Looking for alternative solutions that will allow you prioritise. Bring ideas on how to help your customers achieve the same outcome just without you.
  • Create and send technical documentation to customers and within the technology platforms that the company uses. Notes provided in all the systems should be complete, accurate and follows the quality framework.
  • Knowing the escalation cases (based on guidelines for escalation) that should be reassigned to the Level 2 Analysts.
  • Researching required information using SafetyCulture prescribed and approved resources.
  • Confidence in your decision to close customer cases, knowing that you came to a solution both yourself and the customer is excited about

    • Who we are

  • We aim high, but we’re grounded in practice. We think big but we always break details down.
  • We’re candid and direct. Always with respect. We’re honest. And honestly, we’re good listeners.
  • We’re empathetic to our customers' needs and goals. Because they’re at the heart of everything we do.
  • We’re collaborative, open and team-oriented. Because many hands make great work.

    • We care about People

  • At SafetyCulture, we care about people and growing the team, through:
  • Equity with high growth potential, and a competitive salary
  • Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office;
  • Access to professional and personal training and development opportunities; Hackathons, Workshops, Lunch & Learns;
  • We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies.
  • You’ll also receive other perks such as: In-house chef team serving up daily breakfast, lunch and unlimited snacks catering to all dietary requirements
  • Coffee machine and beer and wine on tap, pool table, board games, books library, and pet-friendly office
  • Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
  • Quarterly celebrations and team events, including the annual ShipIt global offsite
    • We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia, the US and the UK.
    You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.
    More than 28,000 organisations use our flagship products, iAuditor and EdApp, to perform checks, train staff, report issues, automate tasks and communicate fluidly. SafetyCulture powers over 600 million checks per year, approximately 50,000 lessons per day and millions of corrective actions, giving leaders visibility and workers a voice in driving safety, quality and efficiency improvements.

    To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.