Junior Customer Support Representative at A cloud guru

Customer Experience, Melbourne, Victoria, Australia melbourne support
Description
Posted 25 days ago

The Junior Customer Support Representative

CURIOUS | HELPFUL | FRIENDLY

As a Junior Customer Support Representative at A Cloud Guru, you'll be responsible for the day to day support of A Cloud Guru students. You'll leverage your people skills and knowledge of the product to ensure customers receive the best experience throughout their cloud journey with A Cloud Guru. This role is also the voice of the customer and provides valuable insights to key product teams.

Hello, we're A Cloud Guru

Our friends call us ACG.

We're on a mission to teach the WORLD to cloud. A Cloud Guru is the largest online cloud school on the planet. Our training feels more like logging into Netflix or Spotify - it's entertaining and playful. The people are the #1 reason employees say they stay at ACG. We’re a quirky, tight-knit crew that cares about our customers and each other. No egos here. Our leaders encourage thoughtfulness, compassion, being humble, and we have a bit of fun along the way.

It’s an exciting time to join the team, because we’re in a really unique space. We have an amazing product that people want, and we're in an industry that's tripling in size overnight.

What makes the Customer Experience team awesome...

We are dedicated to making sure our cloud gurus are successful in every single stage of their cloud-learning journey. We don’t just solve problems – we champion our customers in multiple ways. We take our jobs and customers seriously, but we don’t take ourselves too seriously. Keeping it fun is such a big part of our culture. We're all working hard, but we're having fun along the way.

There is no stifling of ideas or individuality. Your ideas are very much welcomed and encouraged. - Kellie, Cookies Guru (and Senior Customer Success Manager)

As a Junior Customer Support Representative at ACG, you’ll get to:

  • Learn new technologies quickly and become very knowledgeable of A Cloud Guru’s product
  • Partner closely with your team’s voice of the consumer representatives to pass along information and insight 
  • Build and document key internal operations to drive efficiency

We are looking for someone who can:

  • Ensure customer issues and feedback are reported and documented using our internal tools, which include:
  • Effectively communicate with support team and other key departments on customer issues 
  • Promote customer self-service by collaborating on customer help articles 
  • Maintain ongoing knowledge of our product offerings and updates
  • Fully understand, research and resolve customer issues

What you bring to the table

We focus on hiring values aligned people, because we believe the right person can learn all the things to be successful in their role. Self-confidence plays a big part in what you apply for. We encourage all job applicants to apply even if they are nervous to do so. College degrees aren't required for any roles, and career gaps or switches are totally welcome.

  • Proven experience providing high-quality support to customers - no previous Customer Support experience required
  • Strong verbal and written communication skills
  • Strong time management skills 
  • Experience utilizing a CRM software is a plus!

We want the people who care about doing a good job. The ones who have the humility and hunger to learn. - Sam Kroonenburg, Co-Founder and CEO

More than a job

Where you work isn’t just a career decision -- it’s a life decision. We get it. That’s why we want all of our Gurus to feel a sense of belonging that comes from feeling supported in all areas of their lives. Everyone has family, friends and interests outside of their careers, so we offer perks and benefits to make work, work better for you.

  • 5 weeks paid time off. Whether it’s hiking to a waterfall or bonding with your couch, we all need time to unplug
  • Gender-neutral paid parental leave. We offer 8 weeks of gender-neutral paid parental leave
  • USD $250 quarterly education budget. All Gurus get USD $250 to spend on professional development every quarter
  • 2 hours each week reserved for learning. Every Friday for 2 hours, we put down our normal work and spend time learning something new
  • Salary Packaging. Our salary packaging benefit allows you to pay for certain everyday expenses, like your car lease or new laptop, with pre-tax dollars
  • 5 mins from Flinders Street Station. Commuting is a breeze when the office is a 5 minute walk from Flinders Street Station
  • Stocked kitchen. Lunches are catered twice a week, and our kitchen stays stocked with carb free, lactose free, and vegan friendly options
  • Get certified on us. A Cloud Guru will cover the cost of sitting all industry cloud certifications

What’s the interview process like at ACG?

Applying for a job can feel intimidating and like a full-time job of its own. You shouldn’t have to burn through a week of sick time or all your best out-of-office excuses just to put feelers out for a new career opportunity. We want to be as transparent about the process as possible to help ease your mind. It’s our goal to provide you a fair, efficient interviewing experience that respects you and your time — and to do it all with a sidecar of delight.

Once you submit an application, we’ll review it. If you’re a good fit, you’ll have an initial chat with a recruiter over the phone. A phone interview with a manager typically follows. Depending on your role, you might then be asked to do a little homework (but nothing too time consuming). Then we’ll schedule a Zoom call to meet other members of the team, answer any questions you have, and give you a feel for what it’s really like to work at ACG. If you're on the fence, just give it a try.

Keep being awesome, Cloud Gurus.