Software Support Consultant at Flare HR

Customer Experience, Sydney sydney support
Posted 1 months ago

We are looking for a talented Software Support Consultant to join our growing Customer Experience team in our beautiful Sydney offices.

As a Software Support Consultant you will be working alongside the wider Customer Experience team while demonstrating great client command, being a strong team player and becoming an expert with all of our Flare offerings.

If you’re passionate about working within a team that is customer focused, take pride in problem-solving and sweat the small details, we should talk!

What You’ll Impact Day To Day

  • Communicating with customers and providing first line of support for employees, customers and partners from query to resolution via phone and email
  • Acknowledging, resolving and responding promptly to customer enquiries
  • Desire to develop a deep knowledge of our products and partner integrations/solutions
  • Keeping records of customer interactions, transactions, comments and feedback
  • Communicating and coordinating with the Engineering, Product and wider Customer Experience teams to resolve bugs and feature requests and taking ownership of customer’s issues 
  • Providing Tier 2 and 3 support by investigating and determining the underlying cause of more complex queries and resolving basic technical issues (e.g. configuration errors) or involving the Development Team as required and assisting in the resolution (provide detailed information, UAT)

 What You Bring To The Table

In addition to being awesome, down to earth, having a great sense of humour, and a strong desire to continually master your craft, you also bring:

  • Ideally between 2-4 years experience providing application support
  • Experience with Support ticketing software (ZenDesk preferred)
  • Technical knowledge to understand logs and troubleshoot bugs
  • Deep understanding of customer support best practices for SaaS products
  • Experience writing SQL queries 
  • Basic understanding of API and webhooks
  • Proven ability to work in a fast-paced environment and use the best judgement at handling customer queries and providing technical assistance
  • Empathy and consideration for all ideas and suggestions when deriving the best solutions and outcomes for clients
  • Friendly, approachable and strong relationship management skills
  • Experience with Microsoft Azure App Insights and Azure Storage Explorer or equivalent data warehousing tools is a bonus

Why Flare?

Because people work to make a living, Flare aims to create Australia’s first workplace bank: a single next-generation platform for people to manage their career and their money. Our formula is simple: combine best-in-class HR and payroll software that makes career management easy, with advanced financial wellness tools and services.

With hundreds of customers and tens of thousands of employees managed by Flare we are growing fast, but our size is dwarfed by our ambition.

Come join us at one of the country’s hottest startups to help realise our dream of making every workplace in Australia a great place to work, and every employee professionally and financially better off.

Our Story

Founded in 2015, Flare leads a new generation of Australian startups creating ripples within multiple industries. We’re a fast-growing and well funded B2B2C startup, and we’ve firmly established ourselves and embarked upon a solid growth trajectory to become the #1 Australian platform for HR, Payroll, and Employee wellbeing.

Flare delivers intuitive HR, cloud-based software to businesses (B2B), whilst enabling best-in-class solutions to aid financial wellbeing (B2C).  We provide our customers with amazing benefits & rewards, financial education, and real-time financial decision-making support.

It's a win-win-win model for employers, employees and benefit providers.