Technical Support Specialist at Buildxact

Product, Melbourne, Australia melbourne support product
Description
Posted 13 days ago

About us

Buildxact is a cloud-based software company, with offices around the world, that provides residential home builders and subcontractors with tools to automate core elements of their business. Our software helps our customers reduce their time spent estimating and managing projects by up to 80% from first contact to quote delivery, to final invoice. Buildxact is used to manage hundreds of millions of dollars of profitable construction projects across US, Canada, Australia, and New Zealand.

Your domain

Our team is driven to provide an exceptional customer experience for our customers. We are made up of support specialists and customer success managers who make sure new and existing customers get the most out of our product. We are detail orientated and friendly by nature. We want our customers to succeed and we do what’s in our power to enable that.

As Technical Support Specialist, you’ll support the success of Buildxact customers, ensuring they have the best possible experience from first use through to sustained utilization, which will drive high customer evangelism and build customer retention.

What you’ll nail

  • Provide technical support by investigating, managing and remediating technical issues that arise with customers, and documenting for the development team
  • Successfully resolve customer email, live chat and phone requests through the use of varied ticketing, content and task management tools
  • Identifying and task issues that require involvement from Software Engineers
  • Have a clear understanding of the Buildxact product and features
  • Create self-help content to allow the support function to operate at scale
  • Engage with the Customer Success team to both understand and advise of customer issues, frustrations, or requests to drive customer happiness and retention

Your toolkit

  • Previous experience providing technical support within SaaS and cloud-first environment
  • A passion for technology and how it changes lives
  • You value innovation, and have a willingness to adopt new approaches
  • Fantastic communication skills with an ability to remove complexity when speaking with customers

Build your career with Buildxact!

Buildxact is a high-growth business, and you’ll be given the opportunity to experiment, solve problems, make decisions and work with pace towards a clear goal. Autonomy and empowerment are an essential parts of our values.  You’ll be supported by an experienced team with a clear goal to grow rapidly across the globe, while you grow with the company.

It’s not all about the work though; we make sure we get to know each other and invest in the social part of work. You’ll have the great coffee, freshly refurb’d offices and other perks you love. We even offer fun added extras to help you stress less; like money towards hobbies and the flexibility to enjoy them.

Buildxact is an inclusive environment for everyone to thrive and be their authentic selves. Our success hinges on all of our employees being comfortable enough to experiment in their roles, be bold and grow their careers – we don’t grow without the growth of our employees. We're behind you.